Customer Support Engineer III

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Customer Support Engineer III

Job Description
The Role
As a Linux Support Engineer You Will

• Provide OS support to users of the SUSE Enterprise Linux product portfolio.
• Troubleshoot challenging complex, critical, and sensitive customer issues related to: Installation errors, configuration errors, out of the box not working functionality, booting issues.
• Investigate usage problems, unexpected product behaviour, performance degradation, and root cause analysis.
• Replicate customer issues in a technical lab environment to provide optimal solutions..
• Communicate with customers through email, remote sessions, and occasionally via telephone.
• Be part of the APAC team which makes up a 24x7 (follow the sun) support organisation.
• Provide technical support and maintain professional communication with SUSE's customers.
• Collaborate efficiently with your technical support colleagues, globally.
• Engage with development and product management on bugs and feature requests.
• Continuously contribute and collaborate on knowledge resources improvement and creation.
• This position is not eligible for remote work and will be based in our Bengaluru office.
• Be required to work on call and weekends based on a shift rotation policy.

Preferred Technical Experience & Skills

• A solid understanding and experience with the Linux operating system, preferably certified (SCA, RHCSA, LPIC-1).
• Several years of experience in a technical support role or as a system administrator for any Linux OS.
• The ability to troubleshoot various aspects of the Linux operating system.
• The ability to adapt to new technologies.
• Basic Bash scripting.

• Expertise or understanding (at minimum) in the below areas:

• High Availability / Clustering technologies

• Storage technologies (like SAN, multipathing, iSCSI, LVM)
• Networking concepts and protocols
• LDAP, Kerberos, Samba, Active Directory
• Non-x86_64 architectures

Personal Attributes

• All candidates should be fluent in English (written and verbal)
• A strong sense of responsibility, self-motivation, and the ability to prioritise and organise multiple, simultaneous workloads.
• The ability to assess the customer situation and select the best path forward.
• Interpersonal communication skills, in both oral and written form.
• The ability to communicate complex technical information to customers in a clear and simple way.
• Experienced in providing a timely and accurate response and resolution to customer issues over the phone or electronically.
• The ability to work efficiently in a dynamic and collaborative environment with a team of highly skilled and motivated engineers.
• Respectful, patient, and professional approach in line with SUSE values.

Job
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What We Offer
We empower you to be bold, driving your career to create the future you want. We celebrate and reward your achievements.

SUSE is a dynamic environment that is evolving rapidly, thus requiring agility, strong entrepreneurship and an open mind.

This is a compelling opportunity for the right person to join us as we continue to scale and prosper.

If you're a big thinker, obsessed by execution and thrive in a dynamic environment in which you can tangibly create a lasting legacy, then please apply now

We give you the freedom to be yourself. You will work in a global community of unique individuals – like you – with different backgrounds, talents, skills and perspectives. A truly open community where everyone is welcome, has a voice and is encouraged to reach their full potential regardless of age, gender, race, nationality, disability, sexual orientation, religion, or any other characteristics.

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