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SUSE

SUSE Rancher Support Manager

Bangalore, India

SUSE Rancher Support Manager

Job Description:

SUSE is a global leader in innovative, reliable and enterprise-grade open-source solutions, relied upon by more than 60% of the Fortune 500 to power their mission-critical workloads. We specialize in Enterprise Linux, Kubernetes Management, and Edge solutions, and collaborate with partners and communities to empower our customers to innovate everywhere -- from the data center to the cloud, to the edge and beyond. SUSE puts the "open" back in open source, giving customers the ability to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow. The company is headquartered in Nuremberg, Germany, and employs nearly 2000 people globally. SUSE is listed in the Prime Standard of the Frankfurt Stock Exchange.

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Job Description Summary

The SUSE Rancher Support team is looking for a strong Team Lead who would like to transition to managerial role or experienced Technical Support Manager to join us on this mission, where we are striving every day to raise the bar and redefine the category of open-source support. If you are someone who thrives on the challenge of managing highly technical team, have good technical knowledge and skills, and focus on providing excellent customer services across a variety of open-source technologies in the Kubernetes/CNCF universe, you will enjoy the role of SUSE Rancher Support Manager.

Job Description

The award-winning SUSE Rancher Support team has attracted top talent from across the globe and continues to grow as a distributed team steeped in open-source culture. We are on a mission to support our customers to innovate everywhere, with the power of Kubernetes and we help enterprises deliver Kubernetes-as-a-Service across any infrastructure.

The SUSE Rancher Support team is looking for an experienced Team Lead who would like to transition to managerial role or strong Technical Support Manager to join us on this mission, where we are striving every day to raise the bar and redefine the category of open-source support. If you are someone who thrives on the challenge of managing highly technical team, have good technical knowledge and skills, and focus on providing excellent customer services across a variety of open-source technologies in the Kubernetes/CNCF universe, you will enjoy the role of SUSE Rancher Support Manager.

The SUSE Rancher Support Manager is expected to:

• Manage daily operations of Support, collaborating with other Support Managers, Support Engineers, Engineering and Product Management

• Ensure support SLAs and KPIs are maintained

• Manage their own team that is comprised of Support Engineers who work out of various distributed locations

• Ensure the quality of our overall Support is constantly improving, optimizing for convenience, responsiveness, and effectiveness

• Help recruit new team members and build a cohesive team

• Coach and mentor their team toward its ongoing development

• Conduct and share results from support delivery and operational performance reviews

• Represent the team in conversations with various stakeholders, internal and external

• Be an effective inbound advocate and outbound advisor to our customers

• Ensure high overall customer satisfaction for support cases

To be successful in this role you should possess:

• A high EQ, strong people-management skills, and a genuine interest in helping customers

• Degree-level education in Computer Science or similar experience

• 5+ years of hands-on experience as a Technical Support Manager or as a Lead Support Engineer

• Experience working in industry-leading service desk systems such as Salesforce, Jira, etc.

• Good verbal and interpersonal skills

• Strong structured and analytical problem-solving skills

• High-level of curiosity and strong attention to detail

• Effective written communication skills both for customer communication and creating and maintaining Technical Documentation

• Adequate skills in conceptualizing, implementing, and maintaining necessary reports and dashboards

• A strong awareness for managing the costs of running the support operations

• A professional can-do attitude to work under pressure on time-sensitive issues in a multi-tasking environment

• Ability to work as part of a globally distributed team serving a globally distributed customer base

• Experience interfacing with Engineering and Product Management teams

• Eligibility for gainful employment to work in the country where the position is offered

The following skills and experience are desirable:

• Relevant DevOps and scripting experience

• Experience with Kubernetes and a container runtime such as containerd, Docker

• Working knowledge of Git, Linux

• Experience with EKS, AKS, GKE

• Familiarity with Rancher, OpenShift, Tanzu, Docker

More about our Benefits:

• Work from home and office

• Work with a highly skilled and collaborative team

• To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, paid volunteer days for your favorite cause, meeting our team members in other countries, and a lot more.

Do these statements resonate with you? Are you are looking for an opportunity that will not just challenge you but help you grow and thrive in a universe governed by these statements?

If yes and yes, the SUSE Rancher Support Manager may just be your calling .. a call to adventure in the next chapter of your own hero's journey!

Job:
Services

SUSE is a global leader in innovative, reliable and enterprise-grade open source solutions, relied upon by more than 60% of the Fortune 500 to power their mission-critical workloads. We specialize in Enterprise Linux, Kubernetes Management, and Edge solutions, and collaborate with partners and communities to empower our customers to innovate everywhere -- from the data center, to the cloud, to the edge and beyond. SUSE puts the "open" back in open source, giving customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow. The company is headquartered in Nuremberg, Germany, and employs nearly 2000 people globally. SUSE is listed in the Prime Standard of the Frankfurt Stock Exchange.

Client-provided location(s): Bengaluru, Karnataka, India
Job ID: SUSE-SUSEUS71002767_1916666808
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

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