Your submission was sent successfully! Close

Thank you for signing up for our newsletter!
In these regular emails you will find the latest updates from Canonical and upcoming events where you can meet our team.Close

Thank you for contacting our team. We will be in touch shortly.Close

Dedicated Technical Account Manager - APAC

Home-based, APAC

Dedicated Technical Account Manager (Kubernetes) - APAC (REMOTE)

We are rapidly expanding and are looking for talented professionals with a passion for working on the next generation of Canonical and Ubuntu solutions for our customers.

Role Description

We are in the process of deploying Kubernetes at the edge, based on the Ubuntu OS and its associated technologies, for a large, commercial customer.

The Dedicated Technical Account Manager will be embedded within the customer’s own team and is accountable for providing outstanding technical support experience to our customer as well as ongoing mentoring and strategic guidance.

You will be part of a growing team that is building the foundation for Kubernetes at the edge and will be leveraging K8S infrastructure. You will be part of a global team responsible for support, building, and managing dozens of k8s clusters across several environments. Because we are the company behind Ubuntu, you will also have the opportunity to contribute to Kubernetes and other Open Source projects.

Your duties will include acting as the primary point of contact for all customer support issues, as well as providing an edge architecture using Kubernetes and Ubuntu expertise to the customer. Your expertise will allow the customer to gain proactive support and services as an integral component of the global engineering teams.

The Dedicated Technical Account Manager will be directly available to the client with the assistance of a Canonical Project Manager and the Canonical Support & Technical Services team. Each day you may be asked to make judgment calls regarding your support ticket queue, prioritizing your work and maximizing your effectiveness while setting aside time to stay current and learn about our new products and technologies. You will also participate in various training sessions, team gatherings, and virtual and remote Canonical events.

Key Responsibilities and Accountabilities

  • Take joint ownership of new support cases received via telephone, email, in-person and the web.
  • Qualify a customer inquiry by collecting the relevant facts and diagnostics information.
  • Investigate issues reported by customers by doing your own research, reproducing customer problems in an isolated way and involving others on the team as necessary with questions or during troubleshooting.
  • Remote customer support working to resolve complex customer problems related to edge technologies working with Kubernetes, as well as general Ubuntu Client issues.
  • The Canonical DTAM and DSE will jointly manage any required support escalations and issue prioritization, acting internally as advocates on the customer’s behalf.
  • Provide architectural design and recommendations for Kubernetes, Ubuntu and any other Canonical technologies.
  • Act as the primary Canonical contact for any support-related issues for the customer. Working with a team located in America that is a;
  • Dedicated Services Engineer, Dedicated Technical Account Manager (DTAM), Project Manager (PM), and Named System Engineers (NSE).
  • Along with global EMEA and APAC teams supporting the client in a "Follow-the-Sun" support model.
  • Participate in regular calls with customers and Canonical to discuss project direction, scope and priorities.
  • Participate in weekly calls with the client, and Canonical's DTAM, DSE and NSEs to update and resolve any open cases and discuss upcoming issues or blockers.
  • Ensure that each support case owned by you is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments to both Canonical and customer.
  • Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns and clearing any concerns or roadblocks before they become problems.
  • Contribute your findings by contributing to a common knowledge base and keep it up to date.
  • Proactively gain subject matter expertise in one or more domains.
  • Ability to travel internationally up to 20% of the time for Canonical Sprints and Client Annual Service Reviews.

Required Skills & Experience

  • Bachelors or equivalent 4-year degree from an accredited college or university
  • Minimum 3 years of experience in supporting production Linux systems in Enterprise and edge environments.
  • Senior Level Linux Professional LPIC-3 (or equivalent) certification or experience.
  • Extensive experience with upstream Kubernetes and Kubeadm deployments.
  • Ability to speak with authority on Kubernetes design and project direction, as it relates to deployments of K8S at the edge.
  • Extensive experience with using Ansible and Ansible playbooks for deployments and runtime operations.
  • Automated Linux provisioning and advanced configuration.
  • Advanced system administration tasks (auditing, monitoring, logging, performance tuning, capacity planning, etc.).
  • Advanced troubleshooting (up to core dump analysis and kernel dump analysis desirable).
  • Advanced networking experience including bonding, firewalling, bridging, switching, network file system tuning, etc.
  • Programming skills in any one of these: Go, Bash, Python (preferred)
  • Ability to manage multiple issues and projects while maintaining a high level of detail and agility.
  • Experience managing customer relationships: consulting, account management, escalation or direct support, including conflict resolution and recommending Best Practices where required.
  • Experience with Ubuntu or Debian based operating systems. Must be able to understand Ubuntu OS bugs and advise on the next steps, acting as a generalist when necessary.
  • Strong networking and social skills, good relationship building abilities, process-driven, able to manage multiple workstreams, good prioritization, independent.
  • Ability to learn quickly, thrive on change, and handle the pressure of a customer and partner-facing role, meeting delivery goals, and timelines.
  • Excellent verbal and written communication skills in English.

Desired Skills & Experience

  • Debian packaging experience and knowledge of Ubuntu development and deployment processes.
  • Direct, hands-on experience using or deploying MAAS and Juju or Ansible.
  • Proven Open Source development skills using current and accepted Open Source tooling and troubleshooting methodologies, including scripting languages and constructs.
  • Familiarity with Open Source process and community practices required as well as familiarity with Open Source business model desirable.
  • Knowledge of Operating Systems other than Ubuntu.

What Canonical Offers:

  • Learning and Development
  • Annual Compensation Review
  • Recognition Rewards
  • Annual Leave
  • Priority Pass for travel
  • Flexible working option

Canonical believes a diverse workforce enhances our ability to deliver world class software and services which meet the world’s computing needs. We are committed to ensuring equal employment opportunities to all qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

#LI-Remote

Dedicated Technical Account Manager - APAC

Home-based, APAC


Apply for this role

Required