SUSE ECM Support Engineer - Emerging Products

at  Suse

JOB DESCRIPTION

The award-winning SUSE ECM Support team has attracted top talent from across the globe and continues to grow as a distributed team steeped in open-source culture. We are on a mission to support our customers to innovate everywhere, with the power of Kubernetes and we help enterprises deliver Kubernetes-as-a-Service across any infrastructure.
The SUSE ECM Support team is looking for smart and curious engineers to join us on this mission, where we are striving every day to raise the bar and redefine the category of open-source support. If you are someone who thrives on the challenge of investigating and solving problems across a variety of open-source technologies in the Kubernetes/CNCF universe, you will enjoy the role of SUSE ECM Support Engineer. It is a role in an expanding universe, where a new adventure awaits almost every day.

THE FOLLOWING SKILLS AND EXPERIENCE ARE DESIRABLE:

• Hands-on troubleshooting experience as a Support Engineer, DevOps Engineer, or equivalent position
• Working knowledge of Infrastructure as Code (IoC) with tools such as Terraform, Ansible, and Git
• Experience with Cloud Providers such as AWS, Azure, and Google Cloud and managed Kubernetes services like EKS, AKS, and GKE
• Familiarity with Rancher, OpenShift, Tanzu, Docker, and Containerd
• Experience in one or more of the following areas: container security, virtualization, and observability
• Demonstrable scripting experience
• Be familiar with Salesforce, Jira, and Confluence

IN THIS ROLE YOU WILL BE EXPECTED TO:

• On a typical day, you will be primarily responsible for solving customer cases through a variety of customer contact channels which include email, online meetings (Google Meet), and chat (Slack).
• You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
• Collaborate with development teams to resolve product issues and understand product goals.
• Write content for the SUSE ECM knowledge base and create or maintain support tooling that is valuable to colleagues and customers.
• Quickly learn the latest and greatest SUSE ECM emerging products as they become generally available to the market. This currently includes NeuVector, Harvester, and Rancher Observability/StackState
• Be available on a rotational basis for on-call escalations, including some weekends and holidays.
• Provide operational support for SUSE Rancher Hosted SaaS offering.

TO BE SUCCESSFUL IN THIS ROLE YOU SHOULD POSSESS:

• Demonstrable experience with Kubernetes in either Linux or Windows environment
• Degree-level education in Computer Science or similar experience
• Strong troubleshooting and debugging ability
• Effective communication skills both written and verbal for customer communication and creating and maintaining technical documentation
• A professional can-do attitude to work under pressure on time-sensitive issues in a multi-tasking environment
• Ability to learn quickly and deep-dive into new technologies