Cloud Systems Specialist

7 days ago

Tanauan, Calabarzon, Philippines beBeeSupport Full time $100,000 - $120,000
Cloud Support Expert

We are seeking a highly skilled Cloud Support Engineer to join our team.

The ideal candidate will have extensive experience in supporting Linux systems, including virtualization, containers, storage technologies, and networking.

They will also possess advanced troubleshooting skills, with the ability to navigate stack traces and logs, and advise on next steps.

Additionally, they will have excellent communication skills, with the ability to communicate professionally, emphatically, clearly, and set the right expectations.

Location: This is a globally remote role.

Job Description:

  • Investigate issues reported by customers by researching and escalating issues.
  • Work to resolve complex customer problems related to Canonical's portfolio of products.
  • Ownership of results: 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.
  • Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues.
  • Participate in a regular weekend working rotation.
  • Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.

Required Skills and Qualifications:

  • Professional written and spoken English with excellent presentation skills.
  • Exceptional academic track record from both high school and university.
  • Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path.
  • Track record of going above-and-beyond expectations to achieve outstanding results.
  • Hands-on and extensive working experience in supporting Linux systems including 3 or more of:
    • Virtualization / Cloud - primarily using KVM or OpenStack.
    • Containers - especially with Docker, LXD/LXC, or Kubernetes.
    • Storage technologies - block, object and network.
    • Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.).
  • Cloud computing expertise in provisioning, monitoring, orchestration, etc.
  • Advanced troubleshooting experience:
    • Linux integration with other environments (authentication/directory services, network file systems, etc.).
    • Ability to navigate effectively stack traces and logs, and advise on next steps.
    • Solid understanding of OS and Application level bugs and when to escalate to the correct team.
  • Programming fundamentals in any language.
  • Extensive Customer support experience is key:
    • Customer needs are top priority.
    • Communicate professionally, emphatically, clearly and set the right expectations.

Benefits:

  • Distributed work environment with twice-yearly team sprints in person.
  • Personal learning and development budget of USD 2000 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.

About Us:

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.

Our company is a pioneering tech firm at the forefront of the global move to open source. 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.

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