Premium Support Engineer

Overview Premium Support Engineer at SUSE. This role focuses on delivering premium technical support for SUSE and Rancher technologies to high-value customers. About SUSE SUSE is a global leader in innovative, reliable, and secure enterprise open source solutions. We collaborate 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 How You’ll Contribute As a Premium Engineer, you will serve as a top-tier technical support engineer for our most critical Premium Support customers, specializing in SUSE and Rancher technologies. You will be a recognized authority, leading the identification and resolution of complex technical issues, and acting as a trusted advisor to customer management. This role demands a high level of technical mastery, exceptional problem-solving capabilities, and the ability to influence and guide both customers and internal teams. You will proactively drive customer satisfaction through strategic recommendations and by championing customer needs within product development. Act as a recognized technical expert and leader for Premium Support customers across the SUSE and/or Rancher portfolio, addressing highly complex technical issues via email, phone, and on-site engagements. Provide leadership and strategic direction in conjunction with the appropriate Service Delivery Manager (SDM), effectively managing and resolving high-impact escalation situations. Your problem-solving skills will be crucial in diagnosing and resolving intricate technical challenges with innovative and sustainable solutions. Own the end-to-end resolution of complex support tickets, ensuring timely and effective solutions that meet customer expectations and drive satisfaction. Manage the delivery of comprehensive Service Reviews, including the creation of associated documentation and communications, effectively articulating value and progress to key stakeholders. Establish and cultivate long-term, high-value relationships with users and their management, serving as a trusted technical advisor. Proactively identify and suggest best practices, and drive significant process and configuration improvements to maximize customer satisfaction with their SUSE solutions. Maintain an expert-level understanding of the entire SUSE and/or Rancher product portfolio, staying ahead of emerging technologies and industry trends. Possess a profound understanding of complementary technologies, including other distributions of Linux, Kubernetes, and cloud-native ecosystems, leveraging this knowledge to provide holistic solutions. Demonstrate the tangible impact and articulate the profound benefits of SUSE and/or Rancher technologies for users, tailoring your message to their specific use cases. Provide critical internal feedback and make strategic, constructive suggestions to enhance Premium Support processes and offerings, contributing to continuous service excellence. Champion customer feature requests, acting as a strong advocate for customers and users with Product Management and/or Engineering to influence product roadmaps. Collaborate effectively with existing customers to continuously improve their satisfaction and deepen their engagement with SUSE. Work proactively and collaboratively with both customers and colleagues across global regions, sharing best practices and fostering a culture of teamwork and shared success. Exhibit extensive and highly refined customer service and communication skills at all levels, capable of translating complex technical information into clear, actionable insights for diverse audiences. Mentor and guide less experienced team members, sharing your expertise and contributing to their professional development. Create high-quality technical documentation and presentations that are clear, concise, and comprehensive. Skills Required Leadership: Demonstrated ability to lead technical initiatives, mentor team members, and influence outcomes at a strategic level. Technical Expertise: Exceptional and proven expertise in Rancher technologies, with deep understanding of related open source and cloud-native ecosystems. Problem Solving: Advanced analytical and problem-solving skills, with a track record of resolving highly complex and critical technical issues. Customer Relationship Management: Proven ability to build and maintain strong, long-term relationships with key customers and their management, acting as a trusted advisor. Communication: Superior verbal and written communication skills, capable of explaining complex technical concepts to both technical and non-technical audiences, including executive-level communication. Process Improvement: Demonstrated ability to identify areas for improvement in processes and workflows, and to implement effective solutions. Teamwork: Strong collaborative skills, with the ability to work effectively across diverse teams and geographies. Mentoring: Experience in mentoring and guiding junior engineers, fostering their technical growth and development. Technical Documentation: Excellent skills in creating clear, concise, and comprehensive technical documentation. Presentation Skills: Proficient in delivering engaging and informative technical presentations to various audiences. Your Life at SUSE We are a global team united by a common goal: to innovate across open source solutions and create exceptional experiences for our customers. We value a healthy work-life balance and a collaborative, inclusive culture. What We Offer A challenging and rewarding environment where your contributions are valued. Opportunities for professional growth and development. A collaborative and inclusive culture that embraces diversity. Flexible work arrangements to support your work-life balance. Competitive compensation and benefits. SUSE is proud to be an Equal Opportunity Employer. Prospective employees will be considered without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status. This position is subject to a background check, including criminal, credit, and/or employment references. The candidate will complete the background check after an offer is accepted. This will be conducted by SUSE’s external provider, where legally permitted. Job Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: Software Development #J-18808-Ljbffr