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Premium Support Engineer

Guéret, France

About Us

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.

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Premium Support Engineer

Job Description

Are you passionate about open source and innovation? Are you a Linux expert?

Then joining SUSE as a Premium Support Engineer (PSE) could be a great step for you! In this role, you will become a trusted advisor to our premium customers and support them with the post-implementation issues of SUSE Linux & Rancher products.

As a PSE you will need a broad mix of skills and the ability to work in a structured way within a dynamic environment. We expect you to work proactively, be flexible and be technically one step ahead of the customer. In addition, being a quick learner will help you become familiar with new product functionalities and features.

The position is remote reporting to Premium Support Manager region EMEA North.

Focus Area s
  • Form strong business relationships with the customers at various levels of the organization and be their advocate within SUSE.
  • Troubleshoot and provide accurate and timely resolution to customers' issues
  • Proactively identify issues by becoming familiar with the customer's technical and business environment while providing recommendations for resolution to these issues.
  • Prevent customer issues by reviewing their SUSE environment regularly, report and correct issues per customer requirements.
  • Share knowledge by writing technical documents and proactively sending helpful technical information to the customer (upcoming patches, technical news, etc.).
  • Document and communicate work performed in provided systems and documents as requested .
  • Deliver technical presentations and/or training to diverse audiences.
  • Assist in the implementation of SUSE Linux / Rancher products / solutions in line with specific Consulting engagements.
  • Participation in projects and project management as requested by the customer or SUSE.
  • Position requires flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework.
Preferred Experience & Skills
  • Extensive experience in a technical support role, or as a system administrator for any Linux OS
  • Experience working in a high-tech/ software company
  • Expert-level knowledge of Enterprise Linux is a must
  • Strong understanding of the complexities of networking
  • Good knowledge of server virtualization
  • Great troubleshooting skills
  • Fluency in English both spoken and written.
  • Knowledge of container technology such as Docker/Kubernetes is a big plus
  • Experience in Red Hat technologies would also be beneficial as would any Linux certification
  • Bachelor's Degree in Computer Science and/or applicable accreditation
Personal attributes
  • Strong analytical & problem-solving skills
  • Excellent communication skills and the ability to build and maintain strong relationships with our customers on different levels of their organizations
  • Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution.
  • A bility to work independently and take initiative
The role is subject to successful background checks, including criminal, credit, employment references. This will be conducted by SUSE's background check provider, where legally permitted. The candidate is required to complete the background checks once an offer has been accepted.

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.


What We Offer

We empower you to be bold, driving your career to create the future you want. We celebrate and reward your achievements.

SUSE is a dynamic environment that is evolving rapidly, thus requiring agility, strong entrepreneurship and an open mind.

This is a compelling opportunity for the right person to join us as we continue to scale and prosper.

If you're a big thinker, obsessed by execution and thrive in a dynamic environment in which you can tangibly create a lasting legacy, then please apply now!

We give you the freedom to be yourself. You will work in a global community of unique individuals - like you - with different backgrounds, talents, skills and perspectives. A truly open community where everyone is welcome, has a voice and is encouraged to reach their full potential regardless of age, gender, race, nationality, disability, sexual orientation, religion, or any other characteristics.

Sounds like the right fit for you? Click A pply to submit your resume. A recruiter will contact you if your skills match our current or any future positions. In the meantime, stay updated on the latest SUSE news and job vacancies by joining our Talent Community .

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!

Client-provided location(s): France
Job ID: SUSE-SUSEUS71005509_2112320571
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Life Insurance
  • Parental Benefits

    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
  • Office Life and Perks

    • Casual Dress
    • Snacks
    • Company Outings
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
  • Financial and Retirement

    • Pension
    • Stock Purchase Program
    • Performance Bonus
  • Professional Development

    • Promote From Within
    • Mentor Program
    • Access to Online Courses
  • Diversity and Inclusion

    • Woman founded/led
    • Diversity, Equity, and Inclusion Program