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, including their use of SUSE products, business processes, installation, and configuration. This understanding will enable you to provide personalised support and services in both proactive and reactive ways. 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, enabling them to maintain their SUSE products in optimal 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. Critical to achieving excellent results will be developing strong relationships and resolving issues most important to the customer, which will aid in renewing their Premium Service contract. The role is situated within Global Services Americas, reporting to the Services Manager (Americas East), who is based in the US.