Premium Support Engineer

About Us

Always open. Our code, our culture, our opportunities. Leading open innovation without limits. We are SUSE.

SUSE is a global leader in innovative, reliable, and secure enterprise open source solutions, including SUSE Linux Suite, SUSE Rancher Suite, SUSE Edge Suite, and SUSE AI Suite. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads, enabling them to innovate everywhere – from the data center to the cloud, to the edge and beyond.

SUSE puts the "open" back in open source, collaborating with partners and communities to give customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow. For more information, visit 

Job Description

About Us
SUSE, the world's largest independent open source company, helps customers, partners and communities be the difference in their spheres of influence. Through open collaboration and agile, enterprise-grade open source solutions, customers, partners and communities are empowered to simplify tasks, modernize environments and accelerate business innovation – ultimately reaping the benefits of measurable value and better futures. Our customer obsessed operating model means exceptional service, value, flexibility and customer choice, with no enforced lock in.

SUSE's open, open source approach helps our customers and partners move their businesses forward, transforming IT, delivering increased agility and faster innovation.

 The Role

Objective of the role

A Premium Support Engineer is assigned to our enterprise Customers to provide post-implementation product support and is primarily responsible for identification and resolution on any technical issues related to SUSE products.

Premium Support Engineers should develop business relationships with assigned accounts' technical and management staff, support them by gaining first-hand knowledge of their deployments, as well as their business needs. With this close relationship as well as the familiarity with Customers' environments, Engineers shall provide fast response time and ensure proposed solutions are tailored with customer's expectation.

Premium Engineer's goals are to provide proactive assistance and maintain the deployment in an optimal and efficient manner:

• be available to respond in defined time scope
• understand customer' needs for further opportunity discovery
• possess the ability to work well with a structured and dynamic environment
• handle the pressure in highly charged situation

Technical skills and competencies need to be balanced with strong communication skills – to build close and trust relationships with customers.

This is an individual contributor role – reporting to the Service Delivery Manager.

Travel to customer's different working sites will be a requirement.

Focus Areas  

Responsibilities:

• Be able to articulate key values of SUSE's offerings: products/solutions/Strategies.
• Troubleshoot and provide resolution or workaround to customer's technical issues in a timely fashion.
• Serve as customer's advocate within the group by facilitating escalation of issues through appropriate internal organizations.
• Pro-actively identify issues by becoming familiar with the customer's technical and business environment.
• Form strong business relationships with customers at various levels of the organization.
• Share knowledge by writing technical documents and pro-actively sending helpful technical information to customers (e.g., upcoming patches, technical news, etc.).
• Communicate work performed in provided systems and documents as requested.
• Assist in implementation of Solutions according to SUSE's Best Practice.
• Interact with the SUSE Customer Support team as required to meet customer's needs.
• Evaluate unique and complex deployments, and make recommendations for optimisation.
• Develop partnership with and assist the Sales team.
• Ability to work in a customer's environment and may at times be required to work outside of standard business hours.

Education and Experience Required:

• Education and Experience Required:
• Bachelor's degree or equivalent experience.
• 5 years' experience in relevant technologies and customer environments.
• Extensive experience in a high-tech or software company.
• Relevant industry qualification where applicable.

Knowledge and Skills:

• Excellent verbal and written communication skills in English for customer communication and creating and maintaining technical documentation
• Strong practical experience with containerization and orchestration technologies, such as Kubernetes.EKS, AKS, GKE in either Linux or Windows environment
• Hands-on troubleshooting experience as a Support Engineer or equivalent position
• Technical Proficiency on SUSE Security aka NeuVector
• Working knowledge of Git
• Excellent analytical and problem-solving skills.
• Ability to handle tense/stressful situations regarding service outages and issue resolution.
• Familiarity with either Rancher, OpenShift, Tanzu, Docker
• Possessing relevant certifications such as Certified Kubernetes Administrator/Developer etc. will be highly advantageous.

Personal Attributes 

• The ideal candidate will embrace the transformative nature of this role - as we continue our evolution, we require you to build capability and institutionalize best practices within the Container platform.  
• Questioning and challenging assumptions will be necessary.  
• Your relationship building skills both with direct peers but also across the wider business will be critical.
• Dealing with ambiguity and being both resourceful and enterprising should be second nature to you.

SUSE Values 

• We are passionate about customers  
• We are respectful and inclusive  
• We are empowered and accountable   
• We are trustworthy and act with integrity  
• We are collaborative  
• We are SUSE  

This position is subject to a background check(s), including criminal, credit, and/or employment references. The candidate is required to complete the background check(s) once an offer has been accepted. This will be conducted by SUSE's external provider, where legally permitted.

Job

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.   

Sounds like the right fit for you? Click Apply to submit your resume. A recruiter will contact you if your skills match our current or any future positions. In the meantime, stay updated on the latest SUSE news and job vacancies by joining our Talent Community.

SUSE Values 

• Choice

• Innovation

• Trust

• Community