Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in public cloud, data science, AI, engineering innovation, and IoT. This position offers an opportunity for a Linux Engineer/Administrator passionate about Linux and Customer Success to support customers leveraging Ubuntu and open source products.
You will be responsible for delivering an outstanding technical support experience on the full Desktop and Server technical stack at Canonical. This includes managing cases from problem qualification to resolution. Excellent communication and service-oriented professional skills are essential, as you will prioritize customer issues and maximize effectiveness while continuously learning about new products and technologies.
Key Responsibilities:
- Investigate and resolve issues reported by customers.
- Own support cases and ensure the highest possible customer satisfaction in line with our Service Level Agreement (SLA).
- Engage with customers via phone, ticketing system, and remote sessions to resolve issues.
- Participate in regular weekend working rotation.
- Contribute to and maintain knowledge base articles for customer support.
- Understand the Ubuntu development process to manage customer expectations for timeline and fixes.
Qualifications:
- Professional written and spoken English with excellent presentation skills.
- Exceptional academic track record from high school and university.
- Undergraduate degree in a technical subject or a compelling professional narrative.
- Experience with Linux troubleshooting and integration with other environments (authentication/directory services, network file systems).
- Ability to analyze stack traces and logs and provide next steps.
- Understanding of OS and application level bugs – know when to escalate issues.
- Ability to learn quickly, thrive under pressure, and handle customer-facing responsibilities.
- Programming fundamentals in any language.
- Willingness to travel internationally twice a year for company events.
Benefits:
- Performance-driven annual bonus or commission.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation review.
- Recognition rewards.
- Annual holiday leave.
- Maternity and paternity leave.
- Employee Assistance Programme.
- Opportunities to travel to new locations for team events.
Canonical is an equal opportunity employer and fosters a workplace free from discrimination, embracing diversity of experience, perspectives, and background to create a better working environment and products.
Location: Jiddah, Makkah, Saudi Arabia (Remote)
Work Conditions: Full-time, Remote
