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- Work from your remote home office and provide technical support for employees.
- Be available to take ownership of new cases via telephone, email and web.
- Act as an internal customer advocate keeping them updated in a timely manner.
- Ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
- Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
- Draft and distribute technical notices for internal and external communication.
- Prioritise your work in order to accomplish the most important and urgent tasks first.
- Keep on learning as our products and services grow and evolve.
- Understand the Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.
- Maintain regular communication and information exchange with the rest of the team, locally and remotely.
- Identify and suggest any opportunities to provide a better service.
- Participate in a regular weekend working rotation.
- Bachelors or equivalent four year degree in a technical field from an accredited college or university. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
- Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files).
- Experience with Linux server administration.
- Strong knowledge of Cloud computing concepts (provisioning, monitoring, orchestration, etc.).
- Knowledge or basic hands-on experience on 2 or more of:
- Virtualization / Cloud.
- Containers.
- Storage technologies.
- Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.).
- Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go).
- Ability to learn quickly, thrive on change and handle the pressure of a customer facing job.
- Strong written and verbal English communication skills.
- Ability to travel.
- Background check required.
- Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
- Experience with other open-source desktop technologies.
- Active contribution to open-source projects/forum/code.
Cloud Support Associate Engineer - Puebla de Zaragoza - Canonical

Descripción
Job Description
Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT.
The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.
The company is founder led, profitable and growing.
We are hiring a Cloud Support Associate Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products.
Key Responsibilities:
Requirements:
Nice-to-Have Skills:
About Canonical
Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.
Canonical is an equal opportunity employer:
We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.
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