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 breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. As a Linux Desktop & Devices Support Engineer, you will be responsible for delivering outstanding technical support on the full Desktop and Server technical stack at Canonical.
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In this role, you will:
- Investigate issues reported by customers and work to resolve complex problems related to Canonical's portfolio of products.
- Take ownership of your support cases, ensuring adherence to our Service Level Agreements (SLA) while maximizing customer satisfaction.
- Communicate effectively with customers through phone, ticketing systems, and remote sessions.
- Contribute to the knowledge base by creating and maintaining articles to support customers.
- Understand the Ubuntu development process to manage customer expectations effectively.
Location: Dubai, Dubai, United Arab Emirates (Remote)
Work Conditions:
- Remote, full-time position
- Participation in a regular weekend working rotation
- Ability to travel internationally twice a year for company events (up to two weeks long)
Language Requirements:
- Professional written and spoken English with excellent presentation skills.
Qualifications:
- Exceptional academic track record with an undergraduate degree in a technical subject or a compelling alternative path.
- Experience with Linux troubleshooting, integration with other environments, and customer support.
- Ability to navigate stack traces and logs and escalate issues when necessary.
- Programming fundamentals in any language.
- A strong commitment to customer satisfaction and effective communication.
What We Offer:
- Competitive compensation based on geographical location, experience, and performance.
- Performance-driven annual bonus or commission.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation review and recognition rewards.
- Holiday leave, maternity and paternity leave, and Employee Assistance Programme.
- Opportunities to travel to new locations and meet colleagues during company events.
Canonical is an equal opportunity employer, committed to fostering a workplace free from discrimination, and welcomes applications from diverse backgrounds.
