Workplace Diversity
Premium Service Engineer

Premium Service Engineer

locationTwin Cities, MN, USA
PublishedPublished: 3/6/2024
Full Time

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 Enterprise (SLE), Rancher and NeuVector. 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. 

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 Service Engineer

Job Description

We are seeking a Premium Support Engineer (PSE) to provide day to day support services for SUSE products including some 24x7 activities. You will become an expert in understanding the customer(s) specific business processes, end-customer installation types, and configuration standards to assist your customer(s) in resolving issues quickly. Your in-depth knowledge of SUSE technologies and solutions offer the highest level of service for the most customized configurations.

You will be required to gain in-depth knowledge of SUSE Enterprise Linux and preferably have previous experience working with products such as the SUSE High Availability Extension and SUSE Linux for SAP Applications.

The service you will provide is to help your customer support SUSE products installed in their end-customer base and to ‘add value’ to the SUSE brand and support offerings where possible.

You will be asked to collaborate with the customer’s L2 and L3 teams and resolve any technical issues related to SUSE Linux and related SUSE products.

If problems occur in end-customer production systems, the PSE will be well positioned to assist in resolving such issues quickly and expertly. The PSE will have priority and direct access to other SUSE team members (Back-line, Engineering and Development) for critical issues that require additional assistance.

Focus Areas:

  • Assist your customer in the diagnosis and resolution of end-customer environments
  • Provide assistance to your customer as requested in relation to any test environments used to duplicate end-customer issues
  • Advise your customer regarding the maintenance, upgrade and deployment of SUSE software in end-customer environments
  • Escalation point for customer’s L1 and L2 support Help Desk personnel for SUSE product issues

Preferred Skills, Experience, and Success Factors:

  • Bachelor’s degree in computer science, Information Systems, or related field
  • 1 to 3 years of IT, Services, Consulting, or Support experience
  • A strong sense of responsibility, self-motivation and the ability to prioritize and organize workload to complete multiple, simultaneous issues and projects
  • Flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework
  • The ability to adapt/learn new products/technologies that your customer may need assistance with relating to your position at SUSE
  • Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution
  • Able to influence both internal and external stakeholders
  • The ability to work seamlessly across organizations
  • Product expertise with the following: SLES, SLE-HAE (Or other Pacemaker/Corosync experience)
  • Experience automating installations using products like AutoYaST or KickStart
  • Experience with configuration management tools like Salt, Ansible, or similar
  • Ability to troubleshoot network and kernel level issues

The following are a plus:

  • Experience Support SUSE Rancher and its family of products
  • Experience deploying and managing Kubernetes/OpenShift clusters at scale
  • Familiarity with multiple CNIs and CSIs, RBAC
  • Terraform experience
  • CKA or CKAD certifications
  • Experience containerizing application workloads for Kubernetes or OpenShift
  • Experience developing application deployment workflows (CI/CD) with Kubernetes or OpenShift

This position is subject to a background check(s), including criminal, credit, and/or employment references. The candidate is required to complete the background check(s) once an offer has been accepted. This will be conducted by SUSE’s external provider, where legally permitted.



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!