We have an opening for a SUSE Premium Support Engineer (PSE) located in either Dusseldorf or Nueremberg. A PSE is assigned to provide support our enterprise customers with post-implementation product support and is primarily responsible for the identification and resolution of SUSE related products.
The PSE will develop business relationships with the customer's technical and management staff, and support the customer by gaining first-hand knowledge of their system, configuration and business needs. The engineer will use this familiarity to accelerate response time to requests and ensure that solutions are tailored to meet customer expectation. The engineer's goals are to pro-actively help the customer avoid potential problems and maintain the environment of the required technology in an optimal and efficient manner. The engineer will be available to respond in a timely manner (defined in the contract) to any issues that may arise with the implemented technologies and will utilize resources within the company as needed to assist with these issues. An engineer will also listen to the needs of their customer for opportunity discovery and forward to the appropriate internal team (Sales, Services) for further development.
The PSE will need a broad mix of skills and, most importantly, the ability to work well with a structured yet dynamic environment. In addition, the PSE candidate should possess the ability to work well in highly charged situations, have strong teaming skills and the ability to provide outstanding customer service.
Technical skills and capabilities need to be balanced with very strong inter-personal skills to be able to work closely with our customer sand become their trusted advisors. This is an individual contributor role, reporting to the Customer Success Manager. Frequent travel to customers will be a requirement.
Be able to articulate the key values of SUSE products, solution and strategy
Form strong business relationships with the customers at various levels of the organization
Troubleshoot and provide accurate and timely resolution to customer issues. Serve as customer advocate within the group by facilitating escalation of issues through appropriate internal organizations
Pro-actively identify issues by becoming familiar with customer's technical and business environment while providing recommendations for resolution to these issues
Prevent customer issues by reviewing their environment regularly, report and correct issues per customer requirements
Share knowledge by writing technical documents and pro-actively sending helpful technical information to customer (upcoming patches, technical news, etc)
Document and communicate work performed in provided systems and document as requested
Assist in the implementation of SUSE Solutions in line with specific Consulting engagements
Interact with the existing Support team as required to meet the customer needs and always in a friendly and professional manner.
Very good communication skills in both French and English, written and spoken.
A willingness and ability for frequent travel to work at customer locations where required
Qualifications and Skills
Proven technical skills in designing and delivering enterprise-level solutions in two or more of the following:
Software-defined storage (ideally, based on Ceph)
OpenStack private cloud
Platform-as-a-Service software & Linux container technology such as Docker
Experience in Red Hat technologies is also required.
Exceptional written and verbal communication skills
Excellent interpersonal skills
Proven ability to work independently and take initiative
Position requires flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework.
Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution.
Strong Analytical and problem-solving skills.
Extensive experience in high-tech or software company
Advanced computer skills in MS Office plus corporate applications
Bachelor’s Degree and/or Applicable Experience
May at times be required to work outside of standard business hours
Culture fit with SUSE is essential in the growing organization.
SUSE is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status