Premium Service Engineer
Premium Service Engineer
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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 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.
Premium Service EngineerJob Description
The Role
As a Premium Support Engineer (PSE) you will provide expert level support services for SUSE products in select customer this role you will be responsible for building strong relationships with assigned customers to understand the environment their use of SUSE products business processes installation and configuration. This understanding will allow you to provide personalised support and services in both a proactive and reactive manner. Your in-depth knowledge of SUSE technologies and solutions will allow you to offer the highest level of service for our customers.
In the PSE role you will interact with the customers staff and resolve any technical issues related to SUSE Linux and related SUSE products. You will provide high level advisory services allowing them to keep their SUSE products in top operational order. The PSE will have priority and direct access to other SUSE team members (peers back-line engineering and development) for critical issues that require additional assistance.
Developing strong relationships and resolving issues most important to the customer to aid renewal of their Premium Service contract. The role sits within the Global Services APAC reporting to the APAC Service Delivery Lead in Singapore.
Focus Areas
Assist your customer in the diagnosis and resolution of issues in their various environments
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
Bachelors 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:
In-depth understanding about Linux OS (various components such as Kernel File system Network stack etc.)
hands-on experience with major Linux Distros (RedHat/CentOS SUSE Linux Enterprise Server etc.)
Ability to troubleshoot network file system and kernel level issues
Experience automating installations using products like AutoYaST or KickStart
Experience with configuration management tools like Salt Ansible or similar
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 delivery of Premium Service.
Your relationship building skills both with direct peers but also 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
Questioning and challenging assumptions will be necessary.
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 SUSEs external provider where legally permitted.
Job
ServicesWhat 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 youre 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 the meantime stay updated on the latest SUSE news and job vacancies by joining our Talent Community.
SUSE Values
We are passionate about customers
We are respectful and inclusive
We are empowered and accountable
We are trustworthy and act with integrity
We are collaborative
We are SUSE!
Employment Type
Full-Time
