Cloud Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Cloud Support Engineer based in Brazil.

This role offers the opportunity to support customers operating critical workloads across Linux, cloud, and open source environments.

You will act as a trusted technical advisor, helping engineering teams troubleshoot complex infrastructure and application issues.

The position combines hands-on technical problem solving with strong customer communication and relationship management.

You will investigate incidents, analyze logs and stack traces, identify root causes, and collaborate with engineering teams on effective resolutions.

You will also contribute to the broader technical community by documenting solutions and sharing knowledge through accessible technical resources.

The role suits a curious and empathetic engineer who enjoys solving challenging problems while helping customers succeed with open source technologies.

You will work in a highly distributed environment with global collaboration and opportunities for continuous learning and professional growth.

Accountabilities

• Engage directly with customers through support cases, remote sessions, and live conversations to understand technical challenges and provide effective solutions.
• Troubleshoot complex Linux, cloud, networking, storage, virtualization, and container-related issues across customer environments.
• Analyze logs, stack traces, system behavior, and application issues to identify potential operating system or application-level bugs and determine appropriate next steps.
• Take ownership of assigned support cases, maintain clear communication, manage expectations, and ensure commitments are delivered consistently.
• Collaborate closely with internal engineering teams and regional technical peers to investigate difficult problems and coordinate fixes.
• Develop a strong understanding of the Ubuntu development and release lifecycle to provide customers with accurate context around engineering fixes and timelines.
• Create and maintain clear knowledge base articles that capture troubleshooting approaches, solutions, and lessons learned for the wider technical community.
• Participate in a regular weekend support rotation to provide reliable coverage for customers across global time zones.

Requirements

• Excellent written and spoken English, with the ability to explain complex technical concepts clearly, professionally, and empathetically.
• Strong customer-service orientation, emotional intelligence, and composure when handling high-impact or technically challenging situations.
• An undergraduate degree in a technical discipline, or a compelling alternative professional or educational background demonstrating equivalent capability.
• A strong academic record and a demonstrated history of delivering high-quality results beyond standard expectations.
• Hands-on experience supporting Linux systems in professional or technical environments.
• Practical exposure to at least three areas including KVM or OpenStack, Docker, LXD/LXC or Kubernetes, block/object/network storage, and system networking concepts such as bonding, firewalls, bridging, switching, or MTU configuration.
• Strong analytical and troubleshooting abilities, including the capacity to investigate logs and stack traces, isolate technical issues, and guide customers through resolution steps.
• Basic programming knowledge in at least one language, with sufficient understanding of programming logic to interpret code and collaborate effectively with software engineering teams.
• A genuine interest in open source technologies and a willingness to continuously develop technical expertise across Linux and cloud infrastructure.

Benefits

• Competitive compensation based on geographical location, experience, and performance.
• Performance-driven annual bonus or commission opportunities.
• Annual compensation reviews designed to recognize strong performance.
• Fully distributed work environment with opportunities to meet colleagues in person during regular team events.
• Personal learning and development budget of USD 2,000 per year.
• Recognition and performance rewards.
• Annual holiday leave.
• Maternity and paternity leave.
• Employee Assistance Programme.
• Opportunities to travel internationally and collaborate with colleagues in new locations.
• Priority Pass access and travel upgrades for eligible long-haul company events.