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Premium Linux 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 the environment, their use of SUSE products, business processes, installation, and configuration. This understanding will allow you to provide personalized 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 customer’s 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 customer’s 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 priorities and organize workload to complete multiple, simultaneous issues and projects Flexibility and capacity to work across a variety of activities within a matrix and virtual organizational 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 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 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:
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-formative nature of this role - as we continue our evolution, we require you to build capability and institutionalize 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 SUSE’s external provider, where legally permitted.
Job
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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.
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