Premium Support Engineer - Pennsylvania, United States of America

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, ...

Job description

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 

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, use of SUSE products, business processes,  and installation and configuration.  This understanding will enable you to provide personalised support and services, both proactively and reactively.  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 to help them keep their SUSE products in top operational order. The PSE will have priority and direct access to other SUSE team members (Peers, Backline, Engineering, and Development) for critical issues requiring additional assistance.

Critical to achieving excellent results will be developing strong relationships and resolving the most crucial customer issues to aid renewal of their Premium Service contract.  The role sits within Global Services Americas and reports to the Services Manager East, who is US-based.

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

• 3 to 5 years of IT, Services, Consulting, or Support experience

• 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

Product expertise with the following: 

• SLES, SLE-HAE (Or other Pacemaker/Corosync experience) 

• 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

The following are a plus:

• Experience Support SUSE Rancher and its family of products

• Experience deploying and managing Kubernetes/OpenShift clusters at scale

• Familiarity with multiple CNIs and CSIs, RBAC

• Terraform experience

• CKA or CKAD certifications

• Experience containerizing application workloads for Kubernetes or OpenShift

• Experience developing application deployment workflows (CI/CD) with Kubernetes or OpenShift

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 institutionalise best practices within Premium Services.   

• 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 be second nature 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

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