Linux Technical Support Engineer

About Us

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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 www.suse.com.

Linux Technical Support Engineer

  

Job Description

   

Customer Support Engineer
 

The Opportunity:

We are seeking a highly motivated Linux Technical Support Engineer to provide technical support and problem resolution for our enterprise customers. You will work with a dynamic portfolio of exciting products and technologies, including SUSE Linux Enterprise Server, SUSE Linux High Availability Extension, SUSE Manager, SLES for SAP, Clustering, and Container/Docker technologies. The selected candidate will be self driven and have a deep passion for providing first-class customer service. You will thrive in a complex, diverse technical environment and must possess a strong desire to continuously learn new products and enhance your skill set.

Key Responsibilities:

• Troubleshoot complex and sensitive customer issues across our diverse product portfolio.

• Provide expert technical support while maintaining highly professional communication with SUSE’s enterprise customers.

• Collaborate seamlessly with Customer Support colleagues, both locally and across the globe.

• Engage with backline and occasionally development teams to address bugs.

• Continuously learn and integrate new product knowledge and technologies into your daily work.

• Participate in an on-call rotation, providing occasional after-hours and weekend support.

Your Experience Includes:

• Technical Customer Support: Proven background working within a Linux Services environment, including direct, customer-facing support experience.

• Customer-Centric Mindset: A strong dedication to customer satisfaction, driven by an ethos of doing what it takes to deliver an exceptional support experience.

• Workload Management: Highly self-motivated and responsible, with the ability to effectively prioritize, organize, and execute multiple concurrent tasks.

• Strategic Problem Solving: Strong analytical skills to quickly assess complex customer situations and determine the optimal path to resolution.

• Communication: Excellent interpersonal skills, demonstrating clarity and professionalism in both written and verbal communication.

• Efficient Resolution: Adept at delivering timely, accurate, and effective solutions to customer issues via phone and online channels.

• Collaborative Teamwork: The ability to thrive in a fast-paced, dynamic environment, working seamlessly alongside a team of highly skilled engineers.

• Technical Agility: A demonstrated aptitude for quickly learning and adapting to new technologies.

• Language Proficiency: Fluent in English (written and verbal).

Technical Qualifications:

• Bachelor's degree in System Administration, Information Systems, Computer Science, Electrical Engineering, or equivalent practical experience.

• Knowledge equivalent to LPIC-1 (certification is highly preferred).

• Several years of experience in a customer support role or as a system administrator managing Linux operating systems.

• Ability to read and understand source code.

• Specialization in two or more of the following areas is highly desirable:

  • High Availability / Clustering technologies

  • Storage technologies (SAN, multipath, i