Linux Desktop & Devices Support Engineer

Company: Canonical –

WebSite: Makkah, Saudi Arabia

Job Description:Canonical, a leading provider of open source software and operating systems for global enterprise and technology markets, is seeking a Linux Engineer/Administrator to join our team. Our widely adopted platform, Ubuntu, underpins critical enterprise initiatives in areas such as public cloud, data science, artificial intelligence, engineering innovation, and the Internet of Things. Our clientele includes prominent public cloud and silicon providers, alongside industry leaders across diverse sectors. As a pioneer in global distributed collaboration, Canonical fosters a remote-first work environment with a globally distributed team.

This role offers an exceptional opportunity for a motivated Linux Engineer/Administrator with a strong passion for Linux and customer success to advance their career with Canonical. The successful candidate will be responsible for providing outstanding technical support for customers leveraging Ubuntu and associated open-source products. This encompasses managing cases from initial problem qualification through to complete resolution, with appropriate escalation to colleagues and senior engineers as necessary.

Key responsibilities include:

* Investigating and resolving complex customer issues related to Canonical’s product portfolio.
* Ensuring timely and effective case management, adhering to Service Level Agreements (SLAs) and prioritizing customer satisfaction.
* Directly engaging with customers through various channels, including phone, ticketing systems, and remote sessions.
* Participating in a regular weekend working rotation.
* Contributing to and maintaining knowledge base articles to facilitate shared learning and knowledge dissemination.
* Developing a comprehensive understanding of the Ubuntu development process to effectively manage customer expectations regarding timelines for issue resolution.

Ideal candidates will possess the following qualifications:

* Exceptional professional written and spoken English communication skills, including presentation skills.
* Outstanding academic record from both high school and university.
* Undergraduate degree in a technical discipline or equivalent demonstrable experience.
* Proven track record of exceeding expectations and achieving exceptional results.
* Demonstrated experience in Linux troubleshooting, including log analysis and configuration file manipulation.
* Experience in integrating Linux with other environments, such as authentication/directory services and network file systems.
* Proficiency in navigating stack traces and logs to effectively diagnose and recommend appropriate next steps.
* Solid understanding of operating system and application-level bugs, with the ability to escalate issues to the appropriate teams.
* Ability to learn quickly, adapt to change, and thrive in a customer-facing role.
* Fundamental programming skills in any language.
* Ability to travel internationally for company events, approximately twice per year for up to two weeks per trip.
* Extensive customer support experience, emphasizing customer needs and clear, empathetic communication.

Canonical offers a competitive compensation package that considers geographical location, experience, and performance. Benefits include:

* Distributed work environment with twice-yearly team sprints in person
* 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
* Opportunity to travel to new locations to meet colleagues
* Priority Pass, and travel upgrades for long haul company events

Canonical is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We encourage applications from individuals of all backgrounds and experiences.

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