Customer Support Engineer

SUSE is a global leader in innovative open source solutions, and they are seeking a Customer Support Engineer to join their Global Support organization. The role involves providing technical support and problem resolution to customers using SUSE Linux products, focusing on troubleshooting complex issues and maintaining communication with enterprise customers.

Responsibilities:

• Focusing on troubleshooting challenging, complex, critical, and sensitive customer issues within our product portfolio
• Providing technical support and maintaining professional communication with SUSE’s enterprise customers
• Collaborating efficiently with your Customer Support colleagues, both locally and globally across locations including the USA, Brazil, Latin America, Prague, Nuremberg, and Singapore
• Engaging with development on product management on feature requests
• Learning and accumulating knowledge on new technologies and knowledge sharing
• Availability to occasionally be on call after hours and on weekends

Requirements:

• Experience of working within a Customer Support/Linux Services environment, which should include some experience in a customer support role
• A core ethos of doing whatever is necessary to keep the customer happy
• A strong sense of responsibility, self-motivation, and the ability to prioritize and organize multiple, simultaneous workloads
• The ability to assess the customer situation and select the best go-forward path
• Interpersonal communication skills, in both oral and written form
• Experienced in providing a timely and accurate response and resolution to customer issues over the phone or electronically
• The ability to work efficiently in a dynamic and collaborative environment with a team of highly skilled and motivated engineers
• The ability to adapt to new technologies
• All candidates should be fluent in English (written and verbal), with additional European language skills highly desirable
• A Bachelor's degree in Information Systems, Computer Science, Electrical Engineering, or equivalent work experience
• Knowledge level at least on LPIC-1 or equivalent, preferably certified
• Several years of experience in a customer support role or as a system administrator for any Linux OS
• Reading and understanding source code (bash)
• Specialism in two or more of the below areas is desirable but not essential: High Availability / Clustering technologies, Storage technologies (like SAN, multipathing, iSCSI, LVM), Networking concepts and protocols, LDAP, Kerberos, Samba, Active Directory, Linux Kernel, Container technologies