Premium Support Engineer

The Premium Support Engineer is assigned to provide support to our enterprise customers with post-implementation product support and is primarily responsible for the identification and resolution of issues with SUSE related products. You will develop business relationships with the customer account's technical and management staff, and support the customer by gaining first-hand knowledge of their system, configuration and business needs. The engineer will use this familiarity to accelerate response time to requests and ensure that solutions are tailored to meet customer's expectations. The engineer's goals are to pro-actively help the customer avoid potential problems and maintain the environment of SUSE technology in an optimal and efficient manner. The engineer will be available to respond in a timely manner (defined in the contract) to any issues that may arise with the implemented SUSE technologies and will utilize resources within the Company as needed to assist with these issues. An engineer will also listen to the needs of the customers for opportunity discovery and forward to the appropriate internal team (Sales, Services) for further development.

Focus Areas

To succeed you will need to demonstrate technical skills in designing and delivering enterprise-level solutions by troubleshooting and providing accurate and timely resolution to customer issues.  Your knowledge of open source and  ability to articulate the key values of SUSE products, solution and strategy will be a great asset.

Preferred Experience & Skills

• Proven technical skills in designing and delivering enterprise-level solutions in two or more of the following:
• Platform-as-a-Service software & Linux container technology such as Docker/Kubernetes etc

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• Application Delivery
• A good understanding of the complexities of networking
• Experience in Red Hat technologies would also be beneficial as would any Linux accreditations.
• Excellent interpersonal skills
• Build and maintain strong relationships with our customers on different levels of their organizations
• Proven ability to work independently and take initiative
• Position requires flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework.
• Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution.
• Strong Analytical and problem-solving skills.
• Extensive experience in high-tech or software company
• Basic MS Office and corporate applications knowledge
• Bachelor's Degree and/or Applicable Experience
• May at times be required to work outside of standard business hours
• Culture fit with SUSE is essential in the growing organization

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Personal Attributes

• Work approach - willing to learn and proactively explore new things daily.
• Strong problem-solving skills to diagnose and resolve technical issues
• Good priority setting, and collaboration skills.
• Customer / service minded.

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.