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Premium Support Engineer
Job Description
The Role
As a Premium Support Engineer (PSE), you will provide expert-level support services for SUSE products in select customer accounts. In this role, you will be responsible for building strong relationships with assigned customers to understand their environment, including their use of SUSE products, business processes, installation, and configuration. This understanding will enable you to provide personalised support and services in both proactive and reactive ways. Your in-depth knowledge of SUSE technologies and solutions will allow you to deliver the highest level of service to our customers.
In the PSE role, you will interact with the customer’s L2 and L3 teams to resolve technical issues related to SUSE Linux and related SUSE products, and provide high-level advisory services, enabling them to maintain their SUSE products in optimal operational order. The PSE will have priority and direct access to other SUSE team members (Peers, Back-line, Engineering, and Development) for critical issues that require additional assistance.
Critical to achieving excellent results will be developing strong relationships and resolving issues most important to the customer, which will aid in renewing their Premium Service contract. The role is situated within Global Services Americas, reporting to the Services Manager (Americas East), who is based in the US.
Focus Areas
Assist your customer in the diagnosis and resolution of end-customer environments
Assist 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 customers’ L2 and L3 support or engineering personnel for SUSE product issues
Preferred Experience & Skills
Bachelor’s degree in computer science, Information Systems, or related field
Familiarity with core IT concepts of issue resolution/troubleshooting
A strong sense of responsibility, self-motivation, and the ability to prioritise and organise workload to complete multiple, simultaneous issues and projects
Flexibility and capacity to work across a variety of activities within a matrix and virtual organisational framework
The ability to adapt/learn new products/technologies that your customer may need assistance with, relating to your position at SUSE
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 organisations
Experience with the following:
SUSE Rancher and its family of products is preferred
Deploying and managing Kubernetes or OpenShift clusters
Containerizing application workloads for Kubernetes or OpenShift
Linux Foundation Cloud and Containers Certification (KCNA, KCSA, CKA, and/or CKAD)
Various CNIs and CSIs, RBAC
Developing application deployment workflows (CI/CD) with Kubernetes or OpenShift
The following are a plus:
Linux administration skills (preferably SUSE Linux Enterprise Server)
Experience automating installations using products like AutoYaST or KickStart
Experience with configuration management tools like Salt, Ansible, or similar
Ability to troubleshoot network and kernel-level issues
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 delivery of Premium Service.
Questioning and challenging assumptions will be necessary.
Your relationship-building skills, both with direct peers and across the wider business, will be critical, as will your ability to be a team player.
Dealing with ambiguity and being both resourceful and enterprising should come naturally to you.
Relentless focus on delivering customer outcomes
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
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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!
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