Premium Support Engineer

Overview

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 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.

Travel to customer sites will be a requirement. This is an individual contributor role – reporting to the Service Delivery Manager.

About SUSE

About SUSE: 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 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.

Objective of the role

A Premium Support Engineer is assigned to 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 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.

Responsibilities

• Be available to respond within defined time scope
  
• Understand customer's needs for further opportunity discovery
  
• Possess the ability to work well with a structured and dynamic environment
  
• Handle the pressure in highly charged situations
  

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 sites will be a requirement.

Education And Experience Required

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

Knowledge And Skills

• Excellent verbal and written communication skills in English.
  
• Hands-on Experience on troubleshooting in a technical environment.
  
• Excellent analytical and problem-solving skills.
  
• Ability to handle tense/stressful situations regarding service outages and issue resolution
  
• In-depth understanding about Linux Operating System and Containerization/Container Orchestration Technologies
  
• Demonstrated technical proficiency in independently implementing Linux solutions, with a preference for experience with SUSE products.
  
• Possessing relevant certifications such as Certified Linux Engineer or Certified Kubernetes Administrator/Developer etc. will be highly advantageous.
  

Customer For Life Organization Mission

Create "Customer for Life" by building relationships as the most respected partner to deliver customer success.

What we offer

Excellent chance to work on cutting edge technologies that are powering millions of mission critical systems.

We empower you to be bold, driving your career to create the future you want. We celebrate and reward your achievements. If you're a big thinker, obsessed with 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.

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.

SUSE Values

• Choice
  
• Innovation
  
• Trust
  
• Community
  

Seniority level

• Mid-Senior level
  

Employment type

• Full-time
  

Job function

• Information Technology
  

Industries

• Software Development
  

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