Linux Desktop Support Engineer

4 weeks ago

dubai, United Arab Emirates Asterix Communications Full time
Opportunity for Linux Engineer/AdministratorThis is an opportunity for a Linux Engineer/Administrator with a passion for Linux and Customer Success to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open-source products. If you have a passion for technology and an eagerness to learn, then you will enjoy working with some of the best people in the industry at Canonical.Location: This role will be based remotely in the EMEA regionRole Overview:The role of a Linux Desktop Support Engineer at Canonical. You will be accountable for delivering an outstanding technical support experience on the full Desktop and Server technical stack at Canonical. From problem qualification to full resolution, you will own and manage your cases. When needed, you will transfer your cases to your colleagues or involve senior engineers. Your day-to-day job is to provide technical expertise, be an excellent communicator, and a service-oriented professional. Every day you will have to make judgement calls to prioritize customer issues and maximize your effectiveness. You will also need to set time aside to learn about our new products and technologies and evolve as a professional. You will participate in various training sessions, team gatherings, and Company events.Responsibilities:
Work from your remote home office and provide technical support for employees.Be available to take ownership of new cases via telephone, email, and web.Act as an internal customer advocate keeping them updated in a timely manner.Ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.Draft and distribute technical notices for internal and external communication.Prioritize your work in order to accomplish the most important and urgent tasks first.Keep on learning as our products and services grow and evolve.Understanding Ubuntu development process to be able to set customer expectations correctly on the timeline for a fix.Maintain regular communication and information exchange with the rest of the team, locally and remotely.Identify and suggest any opportunities to provide better service.Participate in a regular weekend working rotation.
Qualifications:
Bachelors or equivalent four-year degree in a technical field from an accredited college or university. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.Experience with system performance troubleshooting.Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files).Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.).Experience with Linux server administration.Programming fundamentals in any language (bash, python, Perl, Ruby, Javascript, C or C++, Go).Ability to learn quickly, thrive on change and handle the pressure of a customer-facing job.Strong written and verbal English communication skills.Willingness to travel up to 4 times a year for internal events.
Additional Skills:
Experience supporting virtualized environments (KVM, Virtual Box, VMWare).Experience with other open-source desktop technologies.Active contribution to open-source projects/forum/code.Experience with Linux Kernel.
What We Offer:Your base pay will depend on various factors including your geographical location, level of experience, knowledge, and skills. In addition to the benefits below, certain roles are also eligible for additional benefits and rewards including annual bonuses and sales incentives based on revenue or utilization. Our compensation philosophy is to ensure equity right across our global workforce. In addition to competitive base pay, we provide all team members with additional benefits, which reflect our values and ideals.About Canonical:Canonical is a pioneering tech firm that is at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world on a daily basis. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do.Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.
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