Linux Support Engineer

About the role

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. Linux Support Engineer Job Description As a Linux Support Engineer you will: Provide OS support to users of the SUSE Enterprise Linux product portfolio. Troubleshoot challenging complex, critical, and sensitive customer issues related to: Installation errors, configuration errors, out of the box not working functionality, booting issues. Investigate usage problems, unexpected product behaviour, performance degradation, and root cause analysis. Replicate customer issues in a technical lab environment to provide optimal solutions. . Communicate with customers through email, remote sessions, and occasionally via telephone. Be part of the APAC team which makes up a 24x7 (follow the sun) support organisation. Provide technical support and maintain professional communication with SUSE's customers. Collaborate efficiently with your technical support colleagues, globally. Engage with development and product management on bugs and feature requests. Continuously contribute and collaborate on knowledge resources improvement and creation. Be required to work on call and weekends based on a shift rotation policy. Preferred technical experience & skills A solid understanding and experience with the Linux operating system The ability to troubleshoot various aspects of the Linux operating system. The ability to adapt to new technologies. Basic Bash scripting. Expertise or understanding (at minimum) in the below areas: High Availability / Clustering technologies Storage technologies (like SAN, multipathing, iSCSI, LVM) Networking concepts and protocols Personal Attributes All candidates should be fluent in English and Japanese (written and verbal) Candidate should feel comfortable to communicate in English on a daily basis A strong sense of responsibility, self-motivation, and the ability to prioritise and organise multiple, simultaneous workloads. The ability to assess the customer situation and select the best path forward. Interpersonal communication skills, in both oral and written form. The ability to communicate complex technical information to customers in a clear and simple way. Experienced in providing a timely and accurate response and resolution to customer issues over the phone or electronically. The ability to work efficiently in a dynamic and collaborative environment with a team of highly skilled and motivated engineers. Respectful, patient, and professional approach in line with SUSE values. 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!