Premium Support Engineer - SLES for SAP

SUSE

1d • $67,000 - $122,000

About The Position

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 their environment, use of SUSE products, business processes, and installation and configuration. This understanding will enable you to provide personalised support and services, both proactively and reactively. Your in-depth knowledge of SUSE technologies and solutions will allow you to deliver the highest level of service to our customers. In the PSE role, you will interact with the customer’s L2 and L3 teams to resolve technical issues related to SUSE Linux and related SUSE products, and provide high-level advisory services to help them keep their SUSE products in top operational order. The PSE will have priority and direct access to other SUSE team members (Peers, Backline, Engineering, and Development) for critical issues requiring additional assistance. Critical to achieving excellent results will be developing strong relationships and resolving the most crucial customer issues to aid renewal of their Premium Service contract. The role sits within Global Services Americas and reports to the Services Manager East, who is US-based.

Requirements

• 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: SLES, SLE-HAE (Or other Pacemaker/Corosync experience)
• 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

Nice To Haves

• Experience Support SUSE Rancher and its family of products
• Experience deploying and managing Kubernetes/OpenShift clusters at scale
• Familiarity with multiple CNIs and CSIs, RBAC
• Terraform experience
• CKA or CKAD certifications
• Experience containerizing application workloads for Kubernetes or OpenShift
• Experience developing application deployment workflows (CI/CD) with Kubernetes or OpenShift

Responsibilities

• Assist your customer in the diagnosis and resolution of end-customer environments
• Assist your customer as requested in relation to any test environments used to duplicate end-customer issues
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees