Premium Support Engineer

About Us

SUSE is a global leader of enterprise open source software. By transforming community innovations into secure, sovereign and AI-ready solutions, SUSE empowers customers to escape vendor lock-in and regain control of their IT destiny. Through industry-leading Linux, Kubernetes, Edge and AI infrastructure solutions, SUSE delivers the flexibility to innovate everywhere-from the data center to multi-cloud and out to the edge. Only SUSE also manages many Linux and Kubernetes distributions. At SUSE, Choice Happens because we prioritize community, interoperability and relentless innovation. Discover how we power mission-critical resilience at www.suse.com.

Job Description

The role

The Premium Support Engineer is assigned to provide support to our enterprise customers with post-implementation product support and is primarily responsible for the identification and resolution of issues with SUSE related products. You will develop business relationships with the customer account's technical and management staff, and support the customer by gaining first-hand knowledge of their system, configuration and business needs. The engineer will use this familiarity to accelerate response time to requests and ensure that solutions are tailored to meet customer's expectations. The engineer's goals are to pro-actively help the customer avoid potential problems and maintain the environment of SUSE technology in an optimal and efficient manner. The engineer will be available to respond in a timely manner (defined in the contract) to any issues that may arise with the implemented SUSE technologies and will utilize resources within the Company as needed to assist with these issues. An engineer will also listen to the needs of the customers for opportunity discovery and forward to the appropriate internal team (Sales, Services) for further development.

Focus Areas

To succeed you will need to demonstrate technical skills in designing and delivering enterprise-level solutions by troubleshooting and providing accurate and timely resolution to customer issues. Your knowledge of open source and ability to articulate the key values of SUSE products, solution and strategy will be a great asset.

Preferred Experience & Skills

• Proven technical skills in designing and delivering enterprise-level solutions in two or more of the following:
• Platform-as-a-Service software & Linux container technology such as Docker/Kubernetes etc
• Enterprise Linux
• Application Delivery
• A good understanding of the complexities of networking
• Experience in Red Hat technologies would also be beneficial as would any Linux accreditations.
• Excellent interpersonal skills
• Build and maintain strong relationships with our customers on different levels of their organizations
• Proven ability to work independently and take initiative
• Position requires 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.
• Strong Analytical and problem-solving skills.
• Extensive experience in high-tech or software company
• Basic MS Office and corporate applications knowledge
• Bachelor’s Degree and/or Applicable Experience
• May at times be required to work outside of standard business hours
• Culture fit with SUSE is essential in the growing organization
• Fluency in German and English

Personal Attributes

• Work approach - willing to learn and proactively explore new things daily.
• Strong problem-solving skills to diagnose and resolve technical issues
• Good priority setting, and collaboration skills.
• Customer / service minded.

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

SUSE's culture is centered on four key values - Choice, Community, Trust, and Innovation - which are deeply integrated with our open source ethos. SUSE fosters a diverse and inclusive environment where our people are encouraged to be themselves.

Choice:

We are continuously making choice happen

We are accountable for our choices

We never get complacent

Community:

Nobody is smarter than everybody

We embrace diversity of thought

We are “open source first, upstream first” where collaboration benefits all

Trust:

We are trusted to deliver with integrity

We offer trust by default, and do not wait for it to be earned

We foster an environment where everyone trusts each other

Innovation:

We foster a culture of experimentation, and embrace change by challenging the norm

We are committed to continuous improvement, creativity and adaptability

Ideas are great, but without execution they are just ideas