Cloud Support Engineer (London UK office)

Overview

In this role you will deliver expert technical support for Canonical’s Ubuntu stack, working from our London office. You’ll own and resolve customer cases, collaborating with colleagues and senior engineers when needed. You’ll learn about new products, contribute to knowledge bases, and support office events and onboarding. This is a hands-on, customer-focused position with opportunities to impact how we deliver open source solutions at scale.

Pay / Benefits

• Performance-driven annual bonus
• Learning budget of USD 2,000 per year
• Annual compensation review
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme

Responsibilities

• Investigate customer-reported issues by researching and escalating as needed
• Resolve complex problems across Canonical’s product portfolio
• Own support cases and meet SLAs with high customer satisfaction
• Engage with customers via phone, ticketing system, and remote sessions
• Participate in regular weekend rotation
• Contribute to knowledge base articles and maintain existing ones
• Understand Ubuntu development process to set accurate timelines for fixes
• Provide technical onboarding support for new employees and support office events
• Identify opportunities to improve service and processes
• Familiarize with and manage the technical infrastructure supporting the office and events

Key requirements

• Professional written and spoken English with strong presentation skills
• Excellent academic track record at high school and university
• Undergraduate degree in a technical subject or compelling alternative narrative
• Proven history of going above and beyond to achieve results
• Experience with Linux troubleshooting (logs, stack traces, config edits)
• Experience with Linux integration with other environments (authentication, NFS, etc.)
• Hands-on experience supporting Linux systems including virtualization/cloud (KVM/OpenStack)
• Container experience (Docker, LXD/LXC, Kubernetes)
• Storage technologies (block, object, network) and networking knowledge
• Programming fundamentals in any language
• Ability to travel internationally up to two weeks for company events
• Strong customer support experience and professional communication

• Excellent communication and presentation
• Customer-centric mindset
• Ability to work under pressure and adapt to change
• Linux troubleshooting and log analysis
• KVM and OpenStack virtualization
• Docker, LXD/LXC, Kubernetes containers

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