Cloud Support Engineer, Japan at Canonical

Canonical is seeking a Cloud Support Engineer to join their team and provide technical support to customers using Ubuntu and open source products. This remote role, based in Japan, involves investigating and resolving complex customer issues related to Canonical's product portfolio.

The Cloud Support Engineer will play a crucial role in maintaining high customer satisfaction by adhering to Service Level Agreements (SLAs) and effectively managing support cases. Canonical fosters a collaborative environment where team members work together via phone, ticketing systems, and remote sessions to address customer needs.

Canonical values innovation and offers employees opportunities for professional development, including a personal learning and development budget. The company also provides a distributed work environment with regular in-person team sprints to align on strategy and execution.

Responsibilities:

• Investigating and escalating customer-reported issues.
• Resolving complex customer problems related to Canonical’s products.
• Ensuring support cases are handled according to SLAs.
• Engaging with customers via phone, ticketing system, and remote sessions.
• Participating in a regular weekend working rotation.
• Contributing to knowledge base articles.
• Understanding the Ubuntu development process.

Requirements:

• Excellent English and Japanese communication skills (JLPT N1 preferred for non-native speakers).
• Exceptional academic record.
• Undergraduate degree in a technical subject or compelling alternative narrative.
• Experience supporting Linux systems, including 3+ of: Virtualization/Cloud, Containers, Storage technologies, Networking.
• Cloud computing expertise.
• Advanced troubleshooting experience.
• Programming fundamentals in any language.
• Extensive Customer support experience..
• Ability to travel internationally twice a year.

What Canonical offers:

• Distributed work environment with twice-yearly team sprints in person
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Opportunity to travel to new locations to meet colleagues
• Priority Pass, and travel upgrades for long haul company events