Premium Support Engineer

About SUSE

SUSE is a global leader in enterprise open source software, providing secure, sovereign, and AI-ready solutions. The company focuses on Linux, Kubernetes, Edge, and AI infrastructure, enabling innovation across data centers, multi-cloud environments, and the edge. SUSE manages multiple Linux and Kubernetes distributions, emphasizing community, interoperability, and continuous innovation.

The Role of Premium Support Engineer

SUSE is seeking a Premium Support Engineer (PSE) to join its team in Saudi Arabia. This full-time role involves acting as a trusted advisor to premium customers, providing post-implementation support for SUSE Linux and Rancher products. The PSE will work proactively in a dynamic environment, requiring a broad mix of technical and interpersonal skills.

Key Responsibilities

• Build and maintain strong business relationships with customers at various organizational levels, serving as their advocate within SUSE.
• Troubleshoot customer issues and provide accurate, timely resolutions.
• Proactively identify potential issues by understanding the customer's technical and business environment, offering recommendations for resolution.
• Prevent customer issues through regular reviews of their SUSE environment, reporting and correcting problems as per customer requirements.
• Share knowledge by creating technical documentation and proactively distributing relevant technical information, such as upcoming patches and news.
• Document and communicate work performed using designated systems and documents.
• Deliver technical presentations and training to diverse audiences.
• Assist in the implementation of SUSE Linux and Rancher products/solutions for specific consulting engagements.
• Participate in projects and project management as requested by customers or SUSE.

Qualifications and Experience

• 5-10 years of experience in a relevant technical support role.
• Demonstrated expertise in Linux.
• Ability to learn new product functionalities and features quickly.
• Capacity to work across a variety of activities within a matrix and virtual organizational framework.

Required Skills and Attributes

• Strong analytical and problem-solving capabilities.
• Excellent communication skills, with the ability to build and maintain relationships with customers at various organizational levels.
• Ability to manage tense or stressful customer situations related to service outages and issue resolution.
• Ability to work independently and demonstrate initiative.

Company Culture and Values

SUSE's culture is built on four core values: Choice, Community, Trust, and Innovation, which align with its open source ethos. The company fosters a diverse and inclusive environment where individuals are encouraged to contribute and reach their full potential.