Edge L3 Support Engineer

About Us

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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.

Job Description

SUSE’s Edge infrastructure platform provides telco, retail, manufacturing, industrial and other edge market segments with a mission-critical environment for deploying applications on remote edge devices. We are looking for an L3 Support Engineer to help us build innovative open-source software in the container space.

You will be a key player in assisting with the delivery (and the customer experience) of solutions enriching the user experience of cloud-native platforms such as Kubernetes and making the life easier for people running containerised workloads. Your expertise will assist in supporting infrastructure that is rich enough to host complex applications but flexible enough to scale from hundreds to millions of instances and be deployed across different vertical edge market segments.  

As an L3 Support Engineer in the SUSE Edge Business Unit, you will be responsible for working directly with customers and also with numerous teams within the company to ensure that customers get the best possible support and engineering experience when they need to engage with us. Your day to day tasks will be to triage support escalations as they come through to the Edge team, conduct troubleshooting, implement reproducers within the lab, and coordinate with engineering on implementing a fix, be that for code changes, tests or documentation improvements. It will require you to regularly liaise with the support teams to take responsibility of customer interaction through to case resolution. You will need to be comfortable with interacting with customers and also diving into technical situations and uncovering issues so engineering can respond with the best possible analysis of the situation, maximising efficiency within the organisation.

The job family spans across multiple engineering and customer-facing disciplines. Work consists of fault finding, troubleshooting, and debugging systems, software, and SUSE solutions, whilst also maintaining great customer communication and interaction to maximise the customer experience. It will require a strong technical background with broad knowledge of system design and deployment, ideally with experience as a systems administrator or customer support engineer. It would be hugely advantageous if you have development experience and/or the ability to review code to help track down faults or bugs at the code level.

NOTE: This is a fully remote role, and is open to candidates across Brazil, Mexico and Europe where SUSE has a legal entity. 

Responsibilities:

• Works closely with support and engineering teams on customer support escalations when they need to come into the SUSE Edge team for further troubleshooting, analysis, and resolution.

• Collaborates and communicates with support teams, product management, and internal engineering teams regarding status of troubleshooting, issue resolution, and customer status.

• Where required, directly engage with the customer either via email, the support case, or via phone/video meeting to work through resolution.

• Develops and implements parameters and test plans for new and existing designs, to ensure that we're doing our best to avoid issues from reoccurring.

• Works hands-on to reproduce technical issues in the lab, identifying root cause through troubleshooting and code analysis (where possible), and providing a report to engineering for deep-dive analysis and resolution management.

• Write technical documentation or knowledge base articles with common issues found in the field.

• Provides guidance and mentoring to less-experienced staff members.

Education and Experience Required:

• Strongly desired: Bachelor's or Master's degree in Computer Science or similar.

• Strongly desired: Experience in a customer facing technical role, e.g. solutions architect, consultant, customer support engineer, or systems administrator.

• Typically 2 or more years experience in the software industry.

Knowledge and Skills:

• Strong analytical and technical hands-on problem solving skills.

• Comfortable engaging with customers and internal stakeholders in both written and spoken form.

• Ability to effectively and clearly communicate and explain technical concepts and uncovered issues/bugs.

• Knowledge of systems such as Jira and Salesforce for bug tracking and customer case management.

• Broad experience that spans Linux, networking, storage, and ideally virtualised (e.g. KVM) and containerised infrastructure.

• Experience with Kubernetes deployments and troubleshooting.

• Experience in programming languages such as Golang and Python.

• Understanding of material properties and hardware, software, and electrical component design

• Using empirical analysis, modeling and testing methodologies to validate product designs and specifications.

• Excellent written and verbal communication skills; mastery in English and local language (where applicable).

At SUSE, we believe every business is on a journey of digital transformation, and that transformation can be enhanced and accelerated by open-source innovation. SUSE products and our processes are designed around the collective wisdom of our customers, community, partners, and employees. Edge is a fast-growing business unit within SUSE that combines Business Critical Linux and Enterprise Container Management (Rancher) technologies and solutions to address business opportunities within edge compute scenarios.

Job

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. 

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