Premium 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 includingSUSE Linux SuiteSUSE Rancher SuiteSUSE Edge Suite andSUSE 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.

Job 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 personalizedsupport 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 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 Hong Kong.

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 prioritiesand organizeworkload to complete multiple simultaneous issues and projects Flexibility and capacity to work across a variety of activities within a matrix and virtual organizationalframework 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 organizations Good communication skills in both Chinese(Cantonese/Mandarin)and English written and spoken.

Product expertise with the following:

SUSE Linux Enterprise Server/Red Hat Enterprise Linux(Or CentOS Kylin Linux) SUSE Multi-Linux Manager Experience automating installations using productslike AutoYaST or KickStart Experience with configuration management toolslike Salt Ansible or similar Ability to troubleshoot network and kernel level issues

The following are a plus:

SUSE Certified Administrator/Engineer(SCA/SCE) in SUSE Linux Enterprise Server Red Hat Certified System Administrator/Engineer (RHCSA/RHCE)

Personal Attributes

The ideal candidate will embrace the trans-formativenature of this role - as we continue our evolution we require you to build capability and institutionalizebest 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 tobe 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

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 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

• Choice

• Innovation

• Trust

• Community