Premium Support Engineer

About SUSE
SUSE is a global leader in enterprise open source software, providing secure, sovereign, and AI-ready solutions. The company focuses on Linux, Kubernetes, Edge, and AI infrastructure, enabling innovation across data centers, multi-cloud environments, and the edge. SUSE manages multiple Linux and Kubernetes distributions, emphasizing community, interoperability, and continuous innovation.
The Role of Premium Support Engineer
SUSE is seeking a Premium Support Engineer (PSE) to join its team in Saudi Arabia. This full-time role involves acting as a trusted advisor to premium customers, providing post-implementation support for SUSE Linux and Rancher products. The PSE will work proactively in a dynamic environment, requiring a broad mix of technical and interpersonal skills.
Key Responsibilities

Build and maintain strong business relationships with customers at various organizational levels, serving as their advocate within SUSE.
Troubleshoot customer issues and provide accurate, timely resolutions.
Proactively identify potential issues by understanding the customer's technical and business environment, offering recommendations for resolution.
Prevent customer issues through regular reviews of their SUSE environment, reporting and correcting problems as per customer requirements.
Share knowledge by creating technical documentation and proactively distributing relevant technical information, such as upcoming patches and news.
Document and communicate work performed using designated systems and documents.
Deliver technical presentations and training to diverse audiences.
Assist in the implementation of SUSE Linux and Rancher products/solutions for specific consulting engagements.
Participate in projects and project management as requested by customers or SUSE.

Qualifications and Experience

5-10 years of experience in a relevant technical support role.
Demonstrated expertise in Linux.
Ability to learn new product functionalities and features quickly.
Capacity to work across a variety of activities within a matrix and virtual organizational framework.

Required Skills and Attributes

Strong analytical and problem-solving capabilities.
Excellent communication skills, with the ability to build and maintain relationships with customers at various organizational levels.
Ability to manage tense or stressful customer situations related to service outages and issue resolution.
Ability to work independently and demonstrate initiative.

Company Culture and Values
SUSE's culture is built on four core values: Choice, Community, Trust, and Innovation, which align with its open source ethos. The company fosters a diverse and inclusive environment where individuals are encouraged to contribute and reach their full potential.