Canonical is a leading provider of open source software and operating systems, particularly known for its Ubuntu platform, which plays a crucial role in enterprise innovations, including public cloud, data science, AI, and IoT. As a Linux Desktop & Devices Support Engineer, you will be instrumental in delivering exceptional technical support, owning and managing customer cases from problem qualification to resolution.
Responsibilities
- Investigate issues reported by customers, researching and escalating as needed.
- Resolve complex customer problems related to Canonical's product portfolio.
- Ensure that every support case is handled according to the Service Level Agreement (SLA) while maximizing customer satisfaction.
- Engage with customers through phone, ticketing system, and remote sessions to resolve their issues.
- Participate in regular weekend work rotation.
- Contribute to the knowledge base by creating and maintaining articles.
- Understand the Ubuntu development process to set appropriate customer expectations for fixes.
Requirements
- Proficient in written and spoken English with excellent presentation skills.
- Exceptional academic record from high school and university or a compelling narrative about your alternative path.
- Undergraduate degree in a technical field or relevant experience.
- Experience in Linux troubleshooting and integration with other environments (authentication/directory services, network file systems).
- Ability to effectively navigate stack traces and logs and advise on appropriate next steps.
- Strong understanding of OS and application-level bugs and when to escalate.
- Ability to learn quickly, thrive on change, and manage customer-facing pressure.
- Foundational programming skills in any language.
- Willingness to travel internationally twice a year for company events.
What We Offer
- Competitive compensation, revisited annually.
- Performance-driven annual bonus or commission.
- Additional benefits aligned with our values.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation review and recognition rewards.
- Annual holiday, maternity, and paternity leave.
- Employee Assistance Programme.
- Opportunities for travel to meet colleagues globally.
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Canonical is committed to an inclusive workplace and considers all applicants fairly, promoting diversity in experience and backgrounds.
Location: Dubai, Dubai, United Arab Emirates (Remote)
Work Conditions: Full-time, Remote
