SUSE Premium Support Engineer
Location: Shenzhen, China
Role Description
We have an opening for a SUSE Premium Support Engineer (PSE) located in Shenzhen, China. The PSE is assigned to provide support our enterprise customers with post-implementation product support and is primarily responsible for the identification and resolution of SUSE related products.
The PSE will develop business relationships with the customer's technical and management staff, and support the customer by gaining first-hand knowledge of their system, configuration and business needs. The engineer will use this familiarity to accelerate response time to requests and ensure that solutions are tailored to meet customer expectation. The engineer's goals are to pro-actively help the customer avoid potential problems and maintain the environment of the required technology in an optimal and efficient manner. The engineer will be available to respond in a timely manner (defined in the contract) to any issues that may arise with the implemented technologies and will utilize resources within the company as needed to assist with these issues. An engineer will also listen to the needs of their customer for opportunity discovery and forward to the appropriate internal team (Sales, Services) for further development.
The PSE will need a broad mix of skills and, most importantly, the ability to work well with a structured yet dynamic environment. In addition, the PSE candidate should possess the ability to work well in highly charged situations, have strong teaming skills and the ability to provide outstanding customer service.
Technical skills and capabilities need to be balanced with very strong inter-personal skills to be able to work closely with our customer sand become their trusted advisors. This is an individual contributor role, reporting to the Services Director in APJ.
Qualifications and Skills
o Proven technical skills in designing and delivering enterprise-level solutions in two or more of the following:
o Enterprise Linux
o Software-defined storage (ideally, based on Ceph)
o OpenStack private cloud
o Platform-as-a-Service software & Linux container technology such as Docker
o Linux kernel troubleshooting
o Experience in Red Hat technologies is preferred
o Exceptional written and verbal communication skills
o Excellent interpersonal skills
o Proven ability to work independently and take initiative
o Position requires flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework.
o Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution.
o Strong Analytical and problem-solving skills.
o Extensive experience in high-tech or software company
o Advanced computer skills in MS Office plus corporate applications
o Bachelor’s Degree and/or Applicable Experience
o May at times be required to work outside of standard business hours
o Culture fit with SUSE is essential in the growing organization
To apply, send your CV to julie.ing@suse.com
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