Cloud Support Engineer (London UK office)

Description

The company builds and sells a Linux platform used for public cloud, data science, AI, engineering and IoT, with customers among the largest cloud and chip vendors.

Founded in 2004, the company is founder-led, profitable and still growing. Its staff work remotely across many countries, with no central headquarters.

In this role you support staff and customers with technical problems, and you also set up AV for office conferences and events at the London office.

You take each case from first diagnosis to full fix, passing it to colleagues or senior engineers when needed.

The work ranges from triaging cloud environments to finding the root cause of kernel crashes you have never seen before.

You act as a trusted technical guide for external engineering teams, explaining difficult open-source problems clearly and kindly. The team is expanding quickly and wants people who enjoy building customer relationships as much as solving technical problems.

Responsibilities

• Work with customers through remote sessions, tickets and live conversations to understand and clear their technical blockers.
• Partner with internal engineers and regional colleagues to connect code fixes with what customers actually need.
• Keep your cases moving, honour your commitments, and tell customers clearly and predictably what to expect.
• Learn the platform's development process well enough to give customers realistic timelines for engineering fixes.
• Write and maintain clear knowledge base articles so lessons learned reach the wider open-source community.
• Take part in a regular weekend rota to keep support continuous for global partners.

Requirements

• Excellent written and spoken English, with the ability to explain technical detail clearly, warmly and persuasively.
• A genuine wish to help people, and the emotional intelligence to stay calm and empathetic in high-pressure situations.
• An outstanding academic record at both high school and university.
• An undergraduate degree in a technical subject, or a convincing account of an alternative path.
• A consistent record of going well beyond expectations to deliver strong results for teammates or customers.
• Hands-on experience supporting Linux systems, with exposure to at least three of the following areas:
• Virtualization and cloud: KVM or OpenStack.
• Containers: Docker, LXD/LXC or Kubernetes.
• Storage: block, object and network storage technologies.
• Networking: bonding, firewalls, bridging, switching or MTU tuning.
• A methodical approach to troubleshooting: reading stack traces and logs, spotting OS or application bugs, and guiding customers through next steps.
• Basic programming logic in any language, enough to read code and work alongside engineering teams.

Conditions

Based at the London, UK office, working on site.

Equal opportunity employer: every application receives fair consideration whatever the applicant's identity.

Benefits

• Base pay reflects location, experience and performance, and is reviewed twice a year.
• A performance-based annual bonus or commission on top of base pay.
• Additional benefits designed to meet local needs while staying fair across regions.
• A personal learning and development budget of USD 2,000 a year.
• 40 days of annual leave a year, including public holidays and company-wide holiday periods.
• Maternity and paternity leave.
• Access to an employee assistance programme and a wellness platform.
• Company recognition rewards.
• Twice-yearly in-person team sprints, plus chances to travel to new locations to meet colleagues, with Priority Pass lounge access.