Premium Service 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. Premium Service Engineer Job Description 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 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 customer's 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 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 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 SUSE's external provider, where legally permitted. Job Services