Cloud Support Engineer (London UK office)

Overview

In this role you will provide technical support to Canonical employees and customers, including AV support for events, while owning cases from qualification to resolution. You will collaborate with internal engineers and external teams, translating complex open-source challenges into clear, empathetic guidance. The position emphasizes human connection, ownership, and contributing to the Ubuntu lifecycle and knowledge base. You will work from the London office with a strong focus on customer satisfaction and cross-functional collaboration.

Pay / Benefits

• Distributed work environment
• Learning budget USD 2,000 per year
• Bi-annual compensation review
• 40 days annual leave
• Maternity and paternity leave
• Team Member Assistance Program & Wellness Platform

Responsibilities

• Provide empathetic, direct engagement with customers via remote sessions, tickets, and live chats to resolve technical roadblocks
• Collaborate with internal engineering teams and regional peers to align code fixes with customer outcomes
• Own and manage support cases, communicating expectations transparently and ensuring commitments are met
• Develop understanding of the Ubuntu development process to explain timelines and fixes to customers
• Create and maintain accessible knowledge base articles to share lessons with the open-source community
• Participate in regular weekend rotation to ensure continuous, high-touch support for global partners

Key requirements

• Communication excellence in English (written and spoken)
• Strong soft skills: empathy, emotional intelligence, ability to handle high-stakes situations
• Undertaken academic track record; undergraduate degree in a technical subject or compelling alternative path
• On-site availability in London, UK
• Proven track record of delivering outstanding results for teams or customers
• Hands-on experience supporting Linux systems with exposure to virtualization, containers, storage, networking, or related areas
• Basic programming logic to aid collaboration with engineering teams

• Empathy
• Clear technical communication
• Customer-centric mindset
• Linux system administration
• Virtualization (KVM or OpenStack)
• Containers (Docker, LXD/LXC, Kubernetes)

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