Cloud Support Associate Engineer Job in Kenya

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.

Location: This is a remote role based in AMER or EMEA time zones.

Key Responsibilities

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.


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


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

Additional skills that you might also bring

Experience supporting virtualized environments (KVM, Virtual Box, VMWare)

Experience with other open-source desktop technologies

Active contribution to open-source projects/forum/code

How To Apply

Click Here To Apply