Premium Support Engineer (Rancher)

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-grade open source solutions, relied upon by more than 60% of the Fortune 500 to power their mission-critical workloads. We specialize in Business-critical Linux, Enterprise Container Management and Edge solutions, and collaborate with partners and communities to empower our customers to innovate everywhere – from the data center, to the cloud, to the edge and beyond.  SUSE employs more than 2,400 people globally, in 32 countries and is listed on the Frankfurt Stock Exchange (DAX). 

We are open in our roots and open in our approach, striving to be the most trusted open innovator in the World. Openness extends beyond our technology. Our vibrant community thrives on diversity and connectivity without borders.

Premium Support Engineer (Rancher)

Job Description

The Role

A Premium Support Engineer is assigned to our enterprise Customers to provide post-implementation product support and primarily responsible for identification and resolution on any technical issues related to SUSE products.

Premium Support Engineer should develop business relationships with assigned accounts’ technical and management staff, support them by gaining first-hand knowledge of their deployments, as well as their business needs. With this close relationship as well as the familiarity with customers’ environments, the role shall provide fast response time and ensure proposed solutions are tailored with customer’s expectation.

Premium Engineer’s goals are to provide proactive assistance and maintain the deployment in an optimal and efficient manner:

• be available to respond in defined time scope.
• understand customer’ needs for further opportunity discovery.
• possess the ability to work well with a structured and dynamic environment.
• handle the pressure in highly charged situation.

This is an individual contributor role – reporting to service manager or other designated manager or director. The ideal candidates should be able to work in the following locations, Hong Kong, or Shenyang or Shanghai. Travel to other customer sites will be a requirement.

Job Requirements

Critical to achieving excellent results will be to have in-depth understanding about Kubernetes, Service Mesh (such as Istio), and the whole Cloud Native ecosystem in general.

• Be able to articulate key values of SUSE’s offerings: products/solutions/strategies
• Troubleshoot and provide resolution or workaround to customer’s technical issues in timely fashion.
• Serve as customer’s advocate within the group by facilitating escalation of issues through appropriate internal organizations.
• Proactively identify issues by becoming familiar with customer’s technical and business environment.
• Form strong business relationships with customers at various levels of the organization.
• Share knowledge by writing technical documents and pro-actively sending helpful technical information to customer (e.g., upcoming patches, technical news, etc.)
• Communicate work performed in provided systems and document as requested.
• Assist in implementation of Solutions according to SUSE’s Best Practice.
• Interact with SUSE Customer Support team as required to meet customer’s needs
• Evaluate unique and complex deployments and make recommendations for optimisation.
• Develop partnership with and assist Sales team.

• Ability to work in customer’s environment and may at times be required to work outside of standard business hours.
• Ability to handle tense/stressful situations regarding service outages and issue resolution.

Experience & Skills

• In-depth understanding about Linux Operation system (with experience on AppArmour/SELinux).
• Experience deploying and managing Rancher/Kubernetes/OpenShift clusters or cloud-hosted Kubernetes (e.g. Azure or Aliyun’s Kubernetes Services, etc) at scale.
• Familiarity with multiple CNIs and CSIs.
• Experience in adopting Service Mesh (e.g. Istio) and/or API gateways on Kubernetes is strongly preferred.
• Experience in managing Container security with tools such as NeuVector, Aqua, Sysdig, Prisma Cloud is another big plus.
• Experience migrating legacy application workloads to Kubernetes or OpenShift.
• Experience developing application deployment workflows (CI/CD) with Kubernetes or OpenShift

Technical skills and competencies need to be balanced with strong communication skills – to build close and trust relationship with customers.

Personal Attributes

• Bachelor’s degree or equivalent experience.
• Excellent verbal and written communication skills in English and Mandarin.
• Experience in troubleshooting in a technical environment.
• Excellent analytical and problem-solving skills.
• Extensive experience in relevant technologies and customer environments.
• Extensive experience in high-tech or software company
• CKA, CKAD, CKS certifications are a big plus
• Other relevant industry qualification is a plus.

The role is subject to successful background checks, including criminal, credit, employment references. This will be conducted by SUSE’s background check provider, where legally permitted. The candidate is required to complete the background checks once an offer has been accepted. 

Job

Services

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 

• We are passionate about customers 

• We are respectful and inclusive  

• We are empowered and accountable   

• We are trustworthy and act with integrity  

• We are collaborative  

• We are SUSE!