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Premium Engineer

Company: SUSE
Location: Provo
Posted on: March 26, 2020

Job Description:

We are seeking a Dedicated Support Engineer (DSE) to provide day to day, 24 X 7 support for SUSE products.You will become an expert in understanding the customer's specific business processes, end-customer installation types, and configuration standards in order to assist your customer 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 DSE will be well positioned to quickly and expertly assist in resolving such issues. The DSE will have priority and direct access to other SUSE team members (Back-line, Engineering and Development) for critical issues that require additional assistance.Specific activities will include, but are not limited to the following:Assist your customer in the diagnosis and resolution of end-customer environmentsProvide assistance to your customer as requested in relation to any test environments used to duplicate end-customer issuesAdvise your customer regarding the maintenance, upgrade and deployment of SUSE software in end-customer environmentsEscalation point for customer's L1 and L2 support Help Desk personnel for SUSE product issuesPreferred Skills and EducationBachelor's Degree in Computer Science, Information Systems or related field1-3 years of IT, Services, Consulting, or Support experienceA strong sense of responsibility, self-motivation and the ability to prioritize and organize workload to complete multiple, simultaneous issues and projectsFlexibility and capacity to work across a variety of activities within a matrix and virtual organizational frameworkAbility to appropriately handle tense/stressful customer situations regarding service outages and issue resolutionAble to influence both internal and external stakeholdersThe ability to work seamlessly across organizationsProduct expertise with the following:SLESSLE-HAE (Or other Pacemaker/Corosync experience)Kubernetes or OpenShift/OKDAnsible Tower or AWXAdditional Product expertise (nice to have):Recent HPE Hardware familiarityOracle RAC familiarityIBM WebSphere familiarityAbility to troubleshoot network and kernel level issuesExperience deploying and managing Kubernetes/OpenShift clusters at scaleFamiliarity with multiple CNIs and CSIsRBAC / User / Role managementCKA or CKAD certifications a plusExperience migrating legacy application workloads to Kubernetes or OpenShiftExperience developing application deployment workflows (CI/CD) with Kubernetes or OpenShiftGeneral Expectations:Form strong business relationships with the partner/customer at various levels throughout the organizationBe available 24x7 for critical issuesTroubleshoot and provide accurate and timely resolution to assigned issuesServe as a customer advocate within the company by facilitating escalation of issues through appropriate internal organizationsPro-actively identify procedures that can be improved by becoming familiar with customers hardware, technical and business environmentsForm relationships with customer consultants who install end-customer solutions based on SUSE technologies and review their processes, reporting any perceived areas for improvementShare knowledge by writing technical documents and pro-actively sending helpful technical information to customers (patches, technical news, etc.)Document and communicate work performed as requestedDeliver technical presentations and/or training to diverse audiencesAssist in the implementation of SUSE products/solutionsParticipate in projects and project management as requestedAble to influence both internal and external stakeholdersWilling to travel as needed in order to fulfill the roll of the DSEAbout SUSESUSE, the world's largest independent open source company, powers digital transformation with agile, enterprise-grade open source solutions, edge to core to cloud. Collaborating with partners, communities and customers, SUSE delivers and supports enterprise-grade Linux, software-defined infrastructure and application delivery solutions to create, deploy and manage workloads anywhere - on premises, hybrid and multi-cloud - with exceptional service, value and flexibility. For more information, visit

Keywords: SUSE, Provo , Premium Engineer, Engineering , Provo, Utah

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