Customer Support Engineer

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 Enterprise (SLE), Rancher and NeuVector. 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.  

We are open in our roots and open in our approach, striving to be the most trusted open innovator in the World. Openness extends beyond our technology. Our vibrant community thrives on diversity and connectivity without borders.

Customer Support Engineer

  

Job Description

   

We are growing our SUSE Global Support organization and are currently seeking highly motivated Support professionals to provide technical support and problem resolution to our customers using SUSE Linux products and offerings. Our portfolio includes, to name but a few, SUSE Linux Enterprise Server/Desktop, SUSE Linux High Availability Extension, SUSE Manager, SUSE Enterprise Storage, Container/Docker and many more exciting products and technologies we work with.

The Role

You will be joining a team of highly skilled Linux technical specialists providing our global SUSE customers with a 24/7 "follow the sun" support service. As a Technical Support Engineer at SUSE your key duties and responsibilities will include:.

Focusing on troubleshooting challenging, complex, critical, and sensitive customer issues within our product portfolio

Providing technical support and maintaining professional communication with SUSE’s enterprise customers

Collaborating efficiently with your Technical Support colleagues, both locally and globally across locations including USA, Brazil, Latin America Prague, Nuremberg and Singapore.

Engaging with development on product management on feature requests.

Learning and accumulating knowledge on new technologies and knowledge sharing

Availability to occasionally be on call after hours and on weekends.

The Candidate Profile

We are looking for motivated and self-driven technical support engineers who have a passion for providing first-class customer service. You will be working in a complex and diverse technical environment and we are looking for candidates who have a high desire to learn new products and technologies to enhance their current skillset.

Your existing experience does include:

• Experience of working within a Technical Support/Linux Services environment, which should include some experience in a technical support role.

• A core ethos of doing whatever is necessary to keep the customer happy.

• A strong sense of responsibility, self-motivation and the ability to prioritize and organize multiple, simultaneous workloads.

• The ability to assess the customer situation and select the best go-forward-path.

• Interpersonal communication skills, in both oral and written form.

• Experienced in providing a timely and accurate response and resolution to customer issues over the phone or electronically.

• The ability to work efficiently in a dynamic and collaborative environment with a team of highly skilled and motivated engineers.

• The ability to adapt to new technologies.

• All candidates should be fluent in English (written and verbal) with additional European language skills highly desirable.

Minimum technical qualifications should include:

• A Bachelor's degree in Information Systems, Computer Science, Electrical Engineering, or equivalent work experience.

• Knowledge level at least on LPIC-1 or equivalent, preferably certified.

• A number of years of experience in a technical support role, or as a system administrator for any Linux OS

• Reading and understanding source code (bash).

• Specialism in two or more of the below areas desirable but not essential:

  • High Availability / Clustering technologies

  • Storage technologies (like SAN, multipathing, iSCSI, LVM)

  • Networking concepts and protocols

  • LDAP, Kerberos, Samba, Active Directory

  • Linux Kernel

  • Container technologies

  • Non-x86_64 architectures.

About SUSE

SUSE is a global leader in innovative, reliable and ente