Premium Support Engineer

SUSE•Out of Home, TX

1d•$77,000 - $141,000

About The Position

As a Premium Engineer IV, Expert, you will serve as a top-tier technical support engineer for our most critical Premium Support customers, specializing in SUSE and Rancher technologies. You will be a recognized authority, leading the identification and resolution of complex technical issues, and acting as a trusted advisor to customer management. This role demands a high level of technical mastery, exceptional problem-solving capabilities, and the ability to influence and guide both customers and internal teams. You will proactively drive customer satisfaction through strategic recommendations and by championing customer needs within product development. Act as a recognized technical expert and leader for Premium Support customers across the SUSE and/or Rancher portfolio, addressing highly complex technical issues via email, phone, and on-site engagements. Provide leadership and strategic direction in conjunction with the appropriate Service Delivery Manager (SDM), effectively managing and resolving high-impact escalation situations. Your Problem Solving skills will be crucial in diagnosing and resolving intricate technical challenges with innovative and sustainable solutions. Own the end-to-end resolution of complex support tickets, ensuring timely and effective solutions that meet customer expectations and drive satisfaction. Manage the delivery of comprehensive Service Reviews, including the creation of associated documentation and communications, effectively articulating value and progress to key stakeholders. Establish and cultivate long-term, high-value relationships with users and their management, serving as a trusted technical advisor. Your Customer Relationship Management skills will enable you to anticipate needs and proactively enhance customer experiences. Proactively identify and suggest best practices, and drive significant process and configuration improvements to maximize customer satisfaction with their SUSE solutions. This requires a keen eye for Process Improvement and the ability to implement effective changes. Maintain an expert-level understanding of the entire SUSE and/or Rancher product portfolio, staying ahead of emerging technologies and industry trends. Possess a profound understanding of complementary technologies, including other distributions of Linux, Kubernetes, and cloud-native ecosystems, leveraging this knowledge to provide holistic solutions. Demonstrate the tangible impact and articulate the profound benefits of SUSE and/or Rancher technologies for users, tailoring your message to their specific use cases and becoming an indispensable trusted advisor. Provide critical internal feedback and make strategic, constructive suggestions to enhance Premium Support processes and offerings, contributing to continuous service excellence. Champion customer feature requests, acting as a strong advocate for customers and users with Product Management and/or Engineering to influence product roadmaps. Collaborate effectively with existing customers to continuously improve their satisfaction and deepen their engagement with SUSE. Work proactively and collaboratively with both customers and colleagues across global regions, sharing best practices and fostering a culture of Teamwork and shared success. Exhibit extensive and highly refined customer service and communication skills at all levels, capable of translating complex technical information into clear, actionable insights for diverse audiences. Mentor and guide less experienced team members, sharing your expertise and contributing to their professional development, demonstrating strong Leadership through example. Create high-quality technical documentation and presentations that are clear, concise, and comprehensive. Your Technical Documentation and Presentation Skills will be essential for knowledge sharing and customer education.

Requirements

Demonstrated ability to lead technical initiatives, mentor team members, and influence outcomes at a strategic level.
Exceptional and proven expertise in SUSE and/or Rancher technologies, coupled with a deep understanding of related open source and cloud-native ecosystems.
Advanced analytical and problem-solving skills, with a track record of resolving highly complex and critical technical issues.
Proven ability to build and maintain strong, long-term relationships with key customers and their management, acting as a trusted advisor.
Superior verbal and written communication skills, capable of explaining complex technical concepts to both technical and non-technical audiences, including executive-level communication.
Demonstrated ability to identify areas for improvement in processes and workflows, and to implement effective solutions.
Strong collaborative skills, with the ability to work effectively across diverse teams and geographies.
Experience in mentoring and guiding junior engineers, fostering their technical growth and development.
Excellent skills in creating clear, concise, and comprehensive technical documentation.
Proficient in delivering engaging and informative technical presentations to various audiences.

Responsibilities

Act as a recognized technical expert and leader for Premium Support customers across the SUSE and/or Rancher portfolio, addressing highly complex technical issues via email, phone, and on-site engagements.
Provide leadership and strategic direction in conjunction with the appropriate Service Delivery Manager (SDM), effectively managing and resolving high-impact escalation situations.
Own the end-to-end resolution of complex support tickets, ensuring timely and effective solutions that meet customer expectations and drive satisfaction.
Manage the delivery of comprehensive Service Reviews, including the creation of associated documentation and communications, effectively articulating value and progress to key stakeholders.
Establish and cultivate long-term, high-value relationships with users and their management, serving as a trusted technical advisor.
Proactively identify and suggest best practices, and drive significant process and configuration improvements to maximize customer satisfaction with their SUSE solutions.
Maintain an expert-level understanding of the entire SUSE and/or Rancher product portfolio, staying ahead of emerging technologies and industry trends.
Possess a profound understanding of complementary technologies, including other distributions of Linux, Kubernetes, and cloud-native ecosystems, leveraging this knowledge to provide holistic solutions.
Demonstrate the tangible impact and articulate the profound benefits of SUSE and/or Rancher technologies for users, tailoring your message to their specific use cases and becoming an indispensable trusted advisor.
Provide critical internal feedback and make strategic, constructive suggestions to enhance Premium Support processes and offerings, contributing to continuous service excellence.
Champion customer feature requests, acting as a strong advocate for customers and users with Product Management and/or Engineering to influence product roadmaps.
Collaborate effectively with existing customers to continuously improve their satisfaction and deepen their engagement with SUSE.
Work proactively and collaboratively with both customers and colleagues across global regions, sharing best practices and fostering a culture of Teamwork and shared success.
Exhibit extensive and highly refined customer service and communication skills at all levels, capable of translating complex technical information into clear, actionable insights for diverse audiences.
Mentor and guide less experienced team members, sharing your expertise and contributing to their professional development, demonstrating strong Leadership through example.
Create high-quality technical documentation and presentations that are clear, concise, and comprehensive.