Customer Support Engineer III

About Us

Always open. Our code, our culture, our opportunities. Leading open innovation without limits. We are SUSE.

SUSE is a global leader in innovative, reliable, and secure enterprise open source solutions, including SUSE® Linux Suite, SUSE® Rancher Suite, SUSE® Edge Suite, and SUSE® AI Suite. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads, enabling them to innovate everywhere – from the data center to the cloud, to the edge and beyond.

SUSE puts the “open” back in open source, collaborating with partners and communities to give customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow. For more information, visit www.suse.com.

Job Description

The Role

As a Linux Support Engineer you will:

• Provide OS support to users of the SUSE Enterprise Linux product portfolio.
• Troubleshoot challenging complex, critical, and sensitive customer issues related to: Installation errors, configuration errors, out of the box not working functionality, booting issues.
• Investigate usage problems, unexpected product behaviour, performance degradation, and root cause analysis.
• Replicate customer issues in a technical lab environment to provide optimal solutions..
• Communicate with customers through email, remote sessions, and occasionally via telephone. 
• Be part of the APAC team which makes up a 24x7 (follow the sun) support organisation.
• Provide technical support and maintain professional communication with SUSE’s customers.
• Collaborate efficiently with your technical support colleagues, globally.
• Engage with development and product management on bugs and feature requests.
• Continuously contribute and collaborate on knowledge resources improvement and creation. 
• This position is not eligible for remote work and will be based in our Bengaluru office.
• Be required to work on call and weekends based on a shift rotation policy.

Preferred technical experience & skills

• A solid understanding and experience with the Linux operating system, preferably certified (SCA, RHCSA, LPIC-1).
• Several years of experience in a technical support role or as a system administrator for any Linux OS.
• The ability to troubleshoot various aspects of the Linux operating system. 
• The ability to adapt to new technologies.
• Basic Bash scripting. 
• Expertise or understanding (at minimum) in the below areas:
  • High Availability / Clustering technologies
  • Storage technologies (like SAN, multipathing, iSCSI, LVM)
  • Networking concepts and protocols
  • LDAP, Kerberos, Samba, Active Directory
  • Non-x86_64 architectures

Personal Attributes

• All candidates should be fluent in English (written and verbal)
• A strong sense of responsibility, self-motivation, and the ability to prioritise and organise multiple, simultaneous workloads.
• The ability to assess the customer situation and select the best path forward.
• Interpersonal communication skills, in both oral and written form.
• The ability to communicate complex technical information to customers in a clear and simple way.
• 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.
• Respectful, patient, and professional approach in line with SUSE values. 

Job

What We Offer 

We empower you to be bold, driving your career to create the future you want. We celebrate and reward your achievements.  

SUSE is a dynamic environment that is evolving rapidly, thus requiring agility, strong entrepreneurship and an open mind. 

This is a compelling opportunity for the right person to join us as we continue to scale and prosper.   

If you’re a big thinker, obsessed by execution and thrive in a dynamic environment in which you can tangibly create a lasting legacy, then please apply now!  

We give you the freedom to be yourself. You will work in a global community of unique individuals – like you – with different backgrounds, talents, skills and perspectives. A truly open community where everyone is welcome, has a voice and is encouraged to reach their full potential regardless of age, gender, race, nationality, disability, sexual orientation, religion, or any other characteristics.   

Sounds like the right fit for you? Click Apply to submit your resume. A recruiter will contact you if your skills match our current or any future positions. In the meantime, stay updated on the latest SUSE news and job vacancies by joining our Talent Community.

SUSE Values 

• Choice

• Innovation

• Trust

• Community