Premium 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 www.suse.com.

Premium Engineer

Job Description

Premium Support Engineer

The job

We are seeking a Premium Support Engineer (PSE) to provide day to day, 24 X 7 support for SUSE products. You will become an expert in understanding your customers’ specific business processes, end-customer installation types, and configuration standards in order to assist your customer in resolving issues quickly. Your in-depth knowledge of SUSE technologies and solutions offer the highest level of service for the most customized configurations.

You will gain in-depth knowledge of SUSE Enterprise Linux and preferably have previous experience working with products such as the SUSE High Availability Extension and SUSE Linux for SAP Applications.

The service you will provide is to help your customer support SUSE products installed in their end-customer base and to ‘add value’ to the SUSE brand and support offerings where possible. You will be asked to collaborate with the customer’s L2 and L3 teams and resolve any technical issues related to SUSE Linux and related SUSE products.

If problems occur in end-customer production systems, the PSE will be well positioned to quickly and expertly assist in resolving such issues. The PSE will have priority and direct access to other SUSE team members (Back-line, Engineering and Development) for critical issues that require additional assistance.

Specific activities will include, but are not limited to the following:

• Assist your customer in the diagnosis and resolution of end-customer environments
• Provide assistance to your customer as requested in relation to any test environments used to duplicate end-customer issues
• Advise your customer regarding the maintenance, upgrade and deployment of SUSE software in end-customer environments
• Escalation point for customer’s L1 and L2 support Help Desk personnel for SUSE product issues

Preferred Skills and Education

• Bachelor's Degree in Computer Science, Information Systems or related field
• 1-3 years of IT, Services, Consulting, or Support experience
• A strong sense of responsibility, self-motivation and the ability to prioritize and organize workload to complete multiple, simultaneous issues and projects
• Flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework
• Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution
• Able to influence both internal and external stakeholders
• The ability to work seamlessly across organizations
• Product expertise with the following:
  • SLES
  • SLES for SAP Applications
  • SLE-HAE
• Additional Product expertise (nice to have):
  • SES/Ceph familiarity
  • CaaS / K8S familiarity
  • SUSE Manager

General Expectations:

• Form strong business relationships with the partner/customer at various levels throughout the organization
• Be available 24x7 for critical issues
• Troubleshoot and provide accurate and timely resolution to assigned issues
• Serve as a customer advocate within the company by facilitating escalation of issues through appropriate internal organizations
• Pro-actively identify procedures that can be improved by becoming familiar with customers hardware, technical and business environments
• Form relationships with customer consultants who install end-customer solutions based on SUSE technologies and review their processes, reporting any perceived areas for improvement
• Share knowledge by writing technical documents and pro-actively sending helpful technical information to customers (patches, technical news, etc.)
• Document and communicate work performed as requested
• Deliver technical presentations and/or training to diverse audiences
• Assist in the implementation of SUSE products/solutions 
• Participate in projects and project management as requested  
• Able to influence both internal and external stakeholders
• Willing to travel as needed in order to fulfill the roll of the PSE

For US Only - US Pay Transparency Disclaimer
If this role is filled in the United States of America, the starting base salary is expected to be between $67,000 and $122,000. In addition to this base salary, we offer a  commission plan and an attractive benefits package. US benefits include a comprehensive medical plan, life and disability insurance, 401k, Employee Assistance Programme and generous paid time off and leave policies.   

Actual compensation will be determined by factors such as experience, skills, geographical location, internal equity, and budget. Please note that this salary information is applicable to the US only. 

This role is subject to successful background checks, including criminal, credit, employment references. This will be conducted by SUSE’s background check provider, where legally permitted. The candidate is required to complete the background checks once an offer has been accepted.

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

Services

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