Canonical is a leading provider of open source software and operating systems, known for its platform, Ubuntu. This role is an opportunity for a Linux Engineer/Administrator passionate about Linux and customer success. You will support the technical needs of customers leveraging Ubuntu and open source products.
In this position, you will deliver outstanding technical support across the full Desktop and Server technical stack. Your responsibilities will include problem qualification and resolution, case management, and collaboration with senior engineers when necessary. You'll need to prioritize customer issues effectively and continuously learn about new products and technologies.
Location: Jiddah, Makkah, Saudi Arabia (Remote)
Work Conditions: Full-time, Remote
Key Responsibilities:
- Investigate and resolve complex customer problems related to Canonical's portfolio of products.
- Ensure that all support cases are handled according to Service Level Agreements (SLA) while maximizing customer satisfaction.
- Engage with customers directly via phone, ticketing systems, and remote sessions to resolve issues.
- Participate in a regular weekend working rotation.
- Contribute and maintain knowledge base articles for customer accessibility.
- Understand the Ubuntu development process to manage customer expectations regarding timelines for fixes.
Requirements:
- Professional written and spoken English, with excellent presentation skills.
- Exceptional academic record and an undergraduate degree in a technical subject (or an alternative compelling narrative).
- Proven experience in Linux troubleshooting and integration with other environments (authentication/directory services, network file systems).
- Ability to navigate logs and stack traces and escalate issues as necessary.
- Solid understanding of OS and Application level bugs.
- Programming fundamentals in any language.
- Ability to travel internationally twice a year for company events.
- Extensive customer support experience, prioritizing customer needs.
What We Offer:
- Competitive compensation that considers geographical location, experience, and performance.
- Annual performance-driven bonus or commission.
- A personal learning and development budget of USD 2,000 per year.
- Annual compensation reviews and recognition rewards.
- Maternity and paternity leave, along with other employee benefits.
- Opportunities to travel for team sprints and meet colleagues globally.
Canonical values diversity and is committed to fostering a workplace free from discrimination. We encourage applications from all backgrounds and identities.
