SUSE ECM Support Engineer - Emerging Products

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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.

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SUSE ECM Support Engineer - Emerging Products

Job Description

The award-winning SUSE ECM Support team has attracted top talent from across the globe and continues to grow as a distributed team steeped in open-source culture. We are on a mission to support our customers to innovate everywhere, with the power of Kubernetes and we help enterprises deliver Kubernetes-as-a-Service across any infrastructure.

The SUSE ECM Support team is looking for smart and curious engineers to join us on this mission, where we are striving every day to raise the bar and redefine the category of open-source support. If you are someone who thrives on the challenge of investigating and solving problems across a variety of open-source technologies in the Kubernetes/CNCF universe, you will enjoy the role of SUSE ECM Support Engineer. It is a role in an expanding universe, where a new adventure awaits almost every day.

In this role you will be expected to:

• On a typical day, you will be primarily responsible for solving customer cases through a variety of customer contact channels which include email, online meetings (Google Meet), and chat (Slack).
• You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
• Collaborate with development teams to resolve product issues and understand product goals.
• Write content for the SUSE ECM knowledge base and create or maintain support tooling that is valuable to colleagues and customers.
• Quickly learn the latest and greatest SUSE ECM emerging products as they become generally available to the market. This currently includes NeuVector, Harvester, and Rancher Observability/StackState

• Be available on a rotational basis for on-call escalations, including some weekends and holidays.

• Provide operational support for SUSE Rancher Hosted SaaS offering.

To be successful in this role you should possess:

• Demonstrable experience with Kubernetes in either Linux or Windows environment
• Degree-level education in Computer Science or similar experience
• Strong troubleshooting and debugging ability
• Effective communication skills both written and verbal for customer communication and creating and maintaining technical documentation
• A professional can-do attitude to work under pressure on time-sensitive issues in a multi-tasking environment
• Ability to learn quickly and deep-dive into new technologies

The following skills and experience are desirable:

• Hands-on troubleshooting experience as a Support Engineer, DevOps Engineer, or equivalent position
• Working knowledge of Infrastructure as Code (IoC) with tools such as Terraform, Ansible, and Git
• Experience with Cloud Providers such as AWS, Azure, and Google Cloud and managed Kubernetes services like EKS, AKS, and GKE
• Familiarity with Rancher, OpenShift, Tanzu, Docker, and Containerd
• Experience in one or more of the following areas: container security, virtualization, and observability
• Demonstrable scripting experience
• Be familiar with Salesforce, Jira, and Confluence

More about our Benefits:

• Work from home or one of our offices
• Work with a highly skilled and collaborative team
• To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, paid volunteer day for your favorite cause, meeting our team members in other countries, and a lot more.
• The SUSE ECM Support Engineer role is an opportunity like no other to develop a trail-blazing and specific "skills stack" that comprises Support, Consulting, Inbound Product Management, SRE, and DevOps skills. Especially, for those who might be crushing it already in a subset of these skills and are looking to expand their horizons.

Do these statements resonate with you? Are you looking for an opportunity that will not just challenge you but help you grow and thrive in a universe governed by these statements?

If yes and yes, the SUSE ECM Support Engineer may just be your calling .. a call to adventure in the next chapter of your own hero's journey! 

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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. 

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