Premium Support Engineer

Then joining SUSE as a Premium Support Engineer (PSE) could be a great step for you! In this role, you will become a trusted advisor to our premium customers and support them with the post-implementation issues of SUSE Linux & Rancher products.

As a PSE you will need a broad mix of skills and the ability to work in a structured way within a dynamic environment. We expect you to work proactively, be flexible and be technically one step ahead of the customer. In addition, being a quick learner will help you become familiar with new product functionalities and features.  

The position is remote reporting to Premium Support Manager region EMEA North.

 
Focus Areas 

• Form strong business relationships with the customers at various levels of the organization and be their advocate within SUSE. 

• Troubleshoot and provide accurate and timely resolution to customers’ issues 

• Proactively identify issues by becoming familiar with the customer's technical and business environment while providing recommendations for resolution to these issues. 

• Prevent customer issues by reviewing their SUSE environment regularly, report and correct issues per customer requirements. 

• Share knowledge by writing technical documents and proactively sending helpful technical information to the customer (upcoming patches, technical news, etc.). 

• Document and communicate work performed in provided systems and documents as requested. 

• Deliver technical presentations and/or training to diverse audiences. 

• Assist in the implementation of SUSE Linux / Rancher products / solutions in line with specific Consulting engagements. 

• Participation in projects and project management as requested by the customer or SUSE. 

• Position requires flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework. 

Preferred Experience & Skills 

• Extensive experience in a technical support role, or as a system administrator for any Linux OS 

• Experience working in a high-tech/ software company 

• Expert-level knowledge of Enterprise Linux is a must 

• Strong understanding of the complexities of networking 

• Good knowledge of server virtualization 

• Great troubleshooting skills 

• Fluency in English both spoken and written.

• Knowledge of container technology such as Docker/Kubernetes is a big plus 

• Experience in Red Hat technologies would also be beneficial as would any Linux certification

• Bachelor’s Degree in Computer Science and/or applicable accreditation

Personal attributes 

• Strong analytical & problem-solving skills 

• Excellent communication skills and the ability to build and maintain strong relationships with our customers on different levels of their organizations 

• Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution. 

• Ability to work independently and take initiative 

The 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.