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Job Opening: Cloud Support Associate Engineer at Canonical Nigeria

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.

We are recruiting to fill the position below:

Job Title: Cloud Support Associate Engineer

Location: Lagos

Description

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.
This role is an opportunity for a hands-on engineer with eagerness to learn, a passion for Linux and cloud technologies to work with some of the best people in the industry at Canonical.
We regularly solve interesting, technical problems. From triaging complex Cloud environment issues, Linux kernel crashes we’ve never seen before to OS configuration issues and root cause analysis, we provide an expert level of support and satisfaction to our peer groups and customers.
You will be accountable for delivering an outstanding technical support experience on the full cloud technical stack at Canonical. From problem qualification to full resolution, you will own and manage your cases.
When needed, you will transfer your cases to your colleagues or involve senior engineers. This is a remote role based in AMER, EMEA or APAC time zones.
Responsibilities
The role entails:

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
Understanding 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.
Requirements
What are we looking for in you:

Candidates should possess a Bachelor's 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
Nice-to-have skills:

Experience supporting virtualized environments (KVM, Virtual Box, VMWare)
Experience with other open-source desktop technologies
Active contribution to open-source projects/forum/code

What We Offer Colleagues

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance.
In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.
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.

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