Cloud Support Engineer (London UK office)

About the job

This is an opportunity to kickstart your career by joining Canonical. You will be working from our Canonical London Office and will be accountable for delivering technical support to our employees and customers, as well as facilitating AV support for office conferences and events. 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. If you have an affinity for open source development and a passion for technology, then you will enjoy working with some of the best people in the industry at Canonical.

While our engineers regularly solve deeply interesting, complex technical problems - from triaging cloud environments to root-cause analysis on unseen Linux kernel crashes - this is fundamentally a role rooted in human connection. You will act as a trusted peer and technical guide to external engineering teams, translating intricate open-source challenges into clear, empathetic solutions. We are rapidly expanding and looking for brilliant problem solvers who are just as passionate about building strong, collaborative relationships with customers as they are about the next generation of Canonical solutions.

Location: Office Based in London, England.

The role entails

• Empathetic Engagement: Partner directly with customers across remote sessions, ticketing,, and live conversations to deeply understand and resolve their technical roadblocks.
• Collaborative Problem Solving: Work hand-in-hand with internal engineering teams and regional peer groups to bridge the gap between complex code fixes and real-world customer satisfaction.
• True Ownership: Manage your support cases with a strong sense of personal integrity, ensuring commitments are honored and customer expectations are communicated transparently and predictably.
• Ubuntu Lifecycle Guidance: Develop a rich understanding of the Ubuntu development process, empowering you to give customers clear, human context regarding timelines for engineering fixes.
• Knowledge Advocacy: Author and maintain accessible knowledge base articles, ensuring lessons learned are shared openly to elevate the entire open-source community.
• Operational Reliability: Participate in a regular weekend working rotation to maintain seamless, high-touch continuity of care for our global partners.

What are we looking for in you

• Communication Excellence: Exceptional written and spoken English, with a natural ability to convey technical complexity clearly, warmly, and compellingly.
• The Soft-Skill Edge: A genuine passion for helping people, paired with the emotional intelligence to navigate high-stakes technical situations with composure and empathy.
• Academic Dedication: Exceptional academic track record from both high school and university.
• Educational Background: An undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path.
• On-Site Technical Leadership: Based in our state-of-the-art London, UK office, you will serve as a key technical support resource for our local teams and employees.
• Driven Mindset: A proven track record of going above-and-beyond expectations to deliver meaningful, outstanding results for teams or customers.
• Linux & Cloud Familiarity: Practical, hands-on experience supporting Linux systems, with an exposure to three or more of the following:
• Virtualization & Cloud: Using KVM or OpenStack.
• Containers: primarily Docker, LXD/LXC, or Kubernetes.
• Storage Ecosystems: Block, object, and network storage technologies.
• System Networking: Navigating bonding, firewalls, bridging, switching, or MTU tuning.
• Analytical Curiosity: A strong troubleshooting mindset—the ability to look into stack traces or logs, identify OS/application-level bugs, and strategically guide the customer through next steps.
• Development Fundamentals: Basic programming logic in any language to help parse code and collaborate effectively with Canonical Engineering teams.

What we offer colleagues

We consider geographical location, experience, and performance in shaping compensation worldwide. We assess performance and revisit compensation twice annually to ensure we recognize outstanding colleagues. 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.
• Bi-annual compensation review.
• Company recognition rewards.
• 40 days annual leave per annum, including public holidays and our All Company holiday periods.
• Maternity and paternity leave.
• Team Member Assistance Program & Wellness Platform.
• Opportunity to travel to new locations to meet colleagues, with Priority Pass for lounge access.

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. We are founder-led, profitable, and growing.

Powered by worldwide distributed collaboration since our inception in 2004, we believe tech and business leadership can emerge anywhere. We have no central headquarters. Most of us work from home, but we are exceptionally disciplined about this. We have very high expectations of all colleagues, and are champions of excellence. 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.