Premium Support Engineer

About Us SUSE is a global leader of enterprise open source software. By transforming community innovations into secure, sovereign and AI-ready solutions, SUSE empowers customers to escape vendor lock-in and regain control of their IT destiny. Through industry-leading Linux, Kubernetes, Edge and AI infrastructure solutions, SUSE delivers the flexibility to innovate everywhere—from the data center to multi-cloud and out to the edge. Only SUSE also manages many Linux and Kubernetes distributions. At SUSE, Choice Happens because we prioritize community, interoperability and relentless innovation. Discover how we power mission-critical resilience at www.suse.com. Premium Support Engineer Job Description Department: Customer for Life (CFL), Global Services How You’ll Contribute As a Premium Engineer IV, Expert, 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. Your Customer Relationship Management skills will enable you to anticipate needs and proactively enhance customer experiences. Proactively identify and suggest best practices, and drive significant process and configuration improvements to maximize customer satisfaction with their SUSE solutions. This requires a keen eye for Process Improvement and the ability to implement effective changes. 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 and becoming an indispensable trusted advisor. 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, demonstrating strong Leadership through example. Create high-quality technical documentation and presentations that are clear, concise, and comprehensive. Your Technical Documentation and Presentation Skills will be essential for knowledge sharing and customer education. 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 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. This position is subject to a background check(s), including criminal, credit, and/or employment references. The candidate is required to complete the background check(s) once an offer has been accepted. This will be conducted by SUSE’s external provider, where legally permitted. For US Only - US Pay Transparency Disclaimer If this role is filled in the United States of America, the starting base salary will be within the applicable pay range displayed below. In addition to base salary, this position may be eligible for a commission plan and a competitive benefits package. US benefits include comprehensive medical coverage, life and disability insurance, a 401(k) plan, an Employee Assistance Program, and generous paid time off and leave policies. Final compensation will be determined based on factors such as experience, skills, geographic location, internal equity, and budget. This pay transparency information applies to US-based roles only. Base Pay Range Min & Max 77000 141000 Job Services 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 SUSE's culture is centered on four key values - Choice, Community, Trust, and Innovation - which are deeply integrated with our open source ethos. SUSE fosters a diverse and inclusive environment where our people are encouraged to be themselves. Choice: We are continuously making choice happen We are accountable for our choices We never get complacent Community: Nobody is smarter than everybody We embrace diversity of thought We are “open source first, upstream first” where collaboration benefits all Trust: We are trusted to deliver with integrity We offer trust by default, and do not wait for it to be earned We foster an environment where everyone trusts each other Innovation: We foster a culture of experimentation, and embrace change by challenging the norm We are committed to continuous improvement, creativity and adaptability Ideas are great, but without execution they are just ideas Welcome Welcome to your SUSE journey! We are a global leader in innovative, reliable, and enterprise-grade open source solutions. We specialise in Enterprise Linux, Kubernetes Management, and Edge solutions, collaborating with communities and making innovation possible everywhere. Choose open, choose SUSE! SUSE Values