Premium Support Engineer

As a Premium Support Engineer at SUSE, you will serve as a top-tier technical support engineer for critical Premium Support customers, specializing in SUSE and Rancher technologies. You will lead the identification and resolution of complex technical issues, and act as a trusted advisor to customer management.

Requirements

• Act as a recognized technical expert and leader for Premium Support customers across the SUSE and/or Rancher portfolio, addressing highly complex technical issues via email, phone, and on-site engagements.
• Provide leadership and strategic direction in conjunction with the appropriate Service Delivery Manager (SDM), effectively managing and resolving high-impact escalation situations.
• Own the end-to-end resolution of complex support tickets, ensuring timely and effective solutions that meet customer expectations and drive satisfaction.
• Manage the delivery of comprehensive Service Reviews, including the creation of associated documentation and communications, effectively articulating value and progress to key stakeholders.
• Establish and cultivate long-term, high-value relationships with users and their management, serving as a trusted technical advisor.
• Proactively identify and suggest best practices, and drive significant process and configuration improvements to maximize customer satisfaction with their SUSE solutions.
• Maintain an expert-level understanding of the entire SUSE and/or Rancher product portfolio, staying ahead of emerging technologies and industry trends.
• Possess a profound understanding of complementary technologies, including other distributions of Linux, Kubernetes, and cloud-native ecosystems, leveraging this knowledge to provide holistic solutions.
• Demonstrate the tangible impact and articulate the profound benefits of SUSE and/or Rancher technologies for users, tailoring your message to their specific use cases and becoming an indispensable trusted advisor.
• Provide critical internal feedback and make strategic, constructive suggestions to enhance Premium Support processes and offerings, contributing to continuous service excellence.
• Champion customer feature requests, acting as a strong advocate for customers and users with Product Management and/or Engineering to influence product roadmaps.
• Collaborate effectively with existing customers to continuously improve their satisfaction and deepen their engagement with SUSE.
• Work proactively and collaboratively with both customers and colleagues across global regions, sharing best practices and fostering a culture of Teamwork and shared success.
• Exhibit extensive and highly refined customer service and communication skills at all levels, capable of translating complex technical information into clear, actionable insights for diverse audiences.
• Mentor and guide less experienced team members, sharing your expertise and contributing to their professional development, demonstrating strong Leadership through example.
• Create high-quality technical documentation and presentations that are clear, concise, and comprehensive.

Benefits

• Competitive compensation
• Flexible work arrangements to support work-life balance
• Opportunities for professional growth and development
• A collaborative and inclusive culture that embraces diversity