Premium Support Engineer

About Us

Always open. Our code, our culture, our opportunities. Leading open innovation without limits. We are SUSE.

SUSE is a global leader in innovative, reliable and secure enterprise open source solutions, including SUSE Linux Enterprise (SLE), Rancher and NeuVector. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads, enabling them to innovate everywhere – from the data center to the cloud, to the edge and beyond. SUSE puts the “open” back in open source, collaborating with partners and communities to give customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow. 

We are open in our roots and open in our approach, striving to be the most trusted open innovator in the World. Openness extends beyond our technology. Our vibrant community thrives on diversity and connectivity without borders.

Premium Support Engineer

Job Description

The Role

As a Premium Support Engineer (PSE), you will provide expert-level, high-touch support services for SUSE products in a dedicated customer environment. You will build strong relationships with the customer’s technical and leadership teams to understand their infrastructure, business goals, and use of SUSE solutions. This deep understanding enables you to proactively identify potential challenges, deliver tailored solutions, and provide strategic advisory services that drive success for the customer.In this role, you will act as the technical coordinator for all SUSE-related support efforts, resolving issues and collaborating with the customer to enhance their operational efficiency, security, and compliance. You will engage with internal SUSE teams, including engineering and development, to escalate and address complex challenges while continuously documenting processes and results. You will work alongside other individuals in delivering this support to a key strategic customer of SUSE.Your ability to learn quickly, prioritize competing demands, and deliver expert solutions will ensure the customer’s environment remains optimized for both immediate needs and future growth.

Focus Areas

• Serve as the technical expert in support efforts between SUSE and the customer, ensuring dedicated high-level support for SUSE products.
• Build strong working relationships with customer developers and engineers, fostering open communication and collaborative problem-solving.
• Proactively analyze the customer’s environment to identify potential challenges, offer recommendations, and implement preventative measures.
• Create and maintain custom solutions, including scripts, deployment files, and security configurations, to address customer-specific requirements.
• Monitor and manage multiple service requests simultaneously, working closely with the customer to prioritize issues and meet resolution deadlines.
• Provide advisory services to ensure compliance with regulatory requirements and optimize system performance, including tailored solutions for unique industry challenges (experience with Phoronix test suite or other linux benchmarking tools a plus).
• Perform thorough compatibility and functionality testing to validate SUSE products’ reliability and predictability within the customer’s environment.
• Deliver customized installation media with automated deployment tools (e.g., AutoYaST, Kickstart), ensuring fast and efficient system rollouts.
• Conduct on-site engagements with customer engineering teams to define specific needs, collaborate on future deliverables, and strengthen strategic partnerships.
• Manage customer hardware on-site in the Pleasant Grove, UT SUSE office, conducting routine testing of hardware systems from several vendors to ensure continued compatibility with SUSE OS version releases and quarterly updates.
• Proactively request security updates for older SUSE OS instances in Customer install base from SUSE developers and oversee delivery of updates to customer, ensuring compatibility and successful install of updates on customer hardware (knowledge of Nessus Vulnerability Scanner is a plus).
• Establish regular cadences of communication with customer to better support them and their development team, prioritizing the success of the customer business endeavors.
• Use virtual machines for testing of non-hardware specific service requests by replicating customer issues in a SUSE controlled environment for bug write-ups, developer access, and testing of proposed resolutions.
• Work with SUSE engineers, consultants, delivery managers, developers, and sales executives to provide a truly premium support offering to key SUSE customers.

Preferred Experience & Skills

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 5+ years of experience in IT, Services, Consulting, or Technical Support.
• Strong technical coordination and problem-solving skills, with an emphasis on proactive issue identification and resolution.
• Exceptional ability to multitask and prioritize in high-demand, fast-paced environments.
• Proven experience in creating detailed technical documentation and delivering it effectively to stakeholders at all levels.
• Familiarity with compliance and regulatory standards relevant to enterprise environments.
• Ability to adapt to customer needs related to their development cycles.
• Strong communication skills (verbal, written).

Product Expertise With Many Of The Following

• SLES, SLE-HAE (or other Pacemaker/Corosync experience).
• Automation tools such as AutoYaST, KickStart, or configuration management platforms like Salt or Ansible.
• Kernel and network troubleshooting at an advanced level.
• SUSE Rancher and Kubernetes-based solutions, including scaling, managing, and optimizing clusters.
• Building and deploying custom Linux OS images tailored to customer needs (experience with kiwi/mksusecd a plus).
• Designing CI/CD workflows and deployment solutions.

Personal Attributes

• A proactive, customer-focused mindset with a dedication to delivering exceptional service and outcomes.
• Strong relationship-building abilities across diverse teams and stakeholders.
• Adaptable and resilient in ambiguous situations, with a resourceful approach to solving challenges.
• A relentless focus on continuous learning and professional development.
• Commitment to collaboration, teamwork, and driving innovation within the Premium Services team.

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.

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 

• We are passionate about customers 

• We are respectful and inclusive  

• We are empowered and accountable   

• We are trustworthy and act with integrity  

• We are collaborative  

• We are SUSE!