Customer Support Team Lead

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.

Job Description

The Customer Support Team Lead role is a supplementary leadership function to the Support manager. The Support Team Lead helps accelerate the team to reach its goals and objectives. This role ensures that day-to-day administrative tasks of the team are handled smoothly, that optimal resource planning is in place, and that there is always a contact point available for the customer's needs.

• Provide ongoing pro-active positive and negative performance inputs on individual engineer.
• Technical insight on (SUSE) products and open-source technologies.
• Ability to understand technical complexity implications during e.g., high visibility support cases.
• Identify continuous improvement opportunities.
• Possess and demonstrate reasonable business acumen, and knowledge of internal processes.
• Familiar with the SUSE subscription offerings and the level of support attached to those.
• Exemplary leadership and communication skills.

• Ensuring that adequate support coverage is available to meet response time goals.
• Vacation and absence planning and tracking.
• On-call duty scheduling
• Scheduling of phone queue coverage.
• Critical case assignment focus.
• Identify product & technology development needs and outline progression areas.
• Queue management, including:
• o Prioritization of work, timely assignment of cases based on technical expertise.
• o Proper validation checks for entitlements and supportability.
• o Ensuring cases are in the correct queue.
• Improve customer service by keeping track of complex cases, identifying large accounts, and focusing resources accordingly.
• Engage technical expertise leaders in the team and coordinate with the respective manager.
• Support the Escalation Manager with technical resources.
• Identify CRM (currently Salesforce) functionality improvements.
• Scheduling role relevant training sessions.
• Raise hardware and access (e.g., Public Cloud) requirements.
• Contribute to team meeting agendas, encourage attendance of support staff.
• Backing up peer Team Leads

• Backing up the manager in times of absence.
• Acting as contact point for other organizations (Sales, Premium, Consulting).
• Escalation contact for high severity sections.
• Provide guidance and assure personal well-being support

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