Cloud Support Engineer (London UK office) - Canonical

About the Role

This is an opportunity to kickstart your career at Canonical. Based in our London office, you will be accountable for delivering technical support to employees and customers, as well as facilitating AV support for office conferences and events. You will own and manage your cases from problem qualification to full resolution, collaborating with senior engineers when necessary.

The Role Entails

• Empathetic Engagement: Partner directly with customers across remote sessions, ticketing, and live conversations to resolve technical roadblocks.
• Collaborative Problem Solving: Work with internal engineering teams to bridge the gap between complex code fixes and customer satisfaction.
• True Ownership: Manage support cases with personal integrity, ensuring commitments are honored and expectations are communicated transparently.
• Ubuntu Lifecycle Guidance: Develop a rich understanding of the Ubuntu development process to provide human context regarding engineering timelines.
• Knowledge Advocacy: Author and maintain knowledge base articles to elevate the open-source community.
• Operational Reliability: Participate in a regular weekend working rotation to maintain continuity of care for global partners.

What We Are Looking For

• Communication Excellence: Exceptional written and spoken English with the ability to convey technical complexity clearly.
• Soft-Skill Edge: A passion for helping people and the emotional intelligence to navigate high-stakes situations.
• Academic Dedication: Exceptional academic track record from high school and university.
• Educational Background: Undergraduate degree in a technical subject or a compelling alternative path.
• On-Site Technical Leadership: Serve as a key technical support resource for local teams in our London office.
• Linux & Cloud Familiarity: Hands-on experience with Linux systems and exposure to at least three of the following:
  • Virtualization (KVM, OpenStack)
  • Containers (Docker, LXD/LXC, Kubernetes)
  • Storage Ecosystems (Block, object, or network storage)
  • System Networking (Firewalls, bridging, switching, MTU tuning)
• Analytical Curiosity: Strong troubleshooting mindset with the ability to parse logs and stack traces.
• Development Fundamentals: Basic programming logic to help parse code and collaborate with engineering teams.

What We Offer

• Distributed work environment with twice-yearly team sprints in person.
• Personal learning and development budget of USD 2,000 per year.
• Annual compensation review and performance-driven bonuses.
• Comprehensive benefits including holiday leave, parental leave, and an Employee Assistance Programme.
• Travel opportunities to meet global colleagues.