Premium Support Engineer

As a Premium Support 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.

What You Will Do

You will 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. You will also own the end-to-end resolution of complex support tickets, ensuring timely and effective solutions that meet customer expectations and drive satisfaction.

Why It Might Be a Fit

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.

Requirements

• Leadership: Demonstrated ability to lead technical initiatives, mentor team members, and influence outcomes at a strategic level.
• Technical Expertise: Exceptional and proven expertise in SUSE and/or Rancher technologies, coupled with a 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.

Benefits

• comprehensive medical coverage
• life and disability insurance
• 401(k) plan
• Employee Assistance Program
• generous paid time off and leave policies