Technical Support Engineer with SUSE

Remote (APAC)

$90K - 120K a year

SUSE Rancher helps enterprises deliver Kubernetes-as-a-Service across any infrastructure. When running Kubernetes workloads in mission-critical environments, our customers know that they can turn to us at SUSE Rancher Support for world-class support.

The award-winning SUSE Rancher 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 innovate everywhere, with the power of Kubernetes. The SUSE Rancher 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 Rancher Support Engineer. It is a role in an expanding universe, where a new adventure awaits almost every day.

Responsibilities

  • Provide responsive technical support to customers via industry-standard ticketing systems
  • Demonstrate an acute awareness for business impact and SLA commitments in customer interactions
  • Engage with customers over voice-enabled screen-share sessions. Using tools such as Teams, Zoom, Slack is second nature to this role
  • Troubleshoot problems in SUSE Rancher and Kubernetes environments toward root-cause and resolutions
  • Provide direction/assistance to your colleagues when trigging complex tickets
  • Perform deep-dives into product code as necessary to help triage and investigate issues
  • Advocate or escalate on behalf of the customer to facilitate solutions and desired outcomes
  • Serve as an expert on best practices for administration, upgrades, and updates to SUSE Rancher deployments
  • Write content for SUSE Rancher Support KB that is valuable to colleagues and customers
  • Create and/or validate architectural design implementation/documentation
  • Report precise product defects to the engineering team
  • Assist product development with testing and verification of customer issues
  • Maintain technical and product knowledge to aid investigation of issues
  • Analyze trends from tickets toward options for enhancing the overall supportability of SUSE Rancher solutions
  • Exemplify the spirit of open-source. Work independently and as a team, from wherever you are
  • Embody a work culture that constantly strives to optimize for distributed work
  • Embrace accountability on assigned support tickets
  • Be available on a rotational basis for on-call escalations, including some weekends

To be successful in this role, you should possess:

  • Degree-level education in Computer Science or similar experience
  • 3+ years hands-on troubleshooting experience as a Senior Support Engineer or equivalent position
  • Intensive experience in working in a Linux environment
  • Knowledge of Linux software packaging, distribution, and configuration
  • Strong troubleshooting and debugging ability of issues. Particularly, in enterprise networking use cases
  • Demonstrable experience with Kubernetes and a container runtime such as containerd, Docker
  • Demonstrable scripting experience
  • A willingness to fail first and fast, learning from your mistakes
  • Good verbal and interpersonal skills. All our engineers hop on screen-share calls every day to converse with customers and help them
  • Effective written communication skills both for customer communication and creating and maintaining Technical Documentation
  • Strong structured and analytical problem-solving skills
  • A professional can-do attitude to work under pressure on time-sensitive issues in a multi-tasking environment
  • Ability to work as part of a globally distributed team serving a globally distributed customer base
  • Experience interfacing with Engineering and Product Management teams

The following skills and experience are desirable:

  • Experience with Windows Containerisation
  • Working knowledge of Terraform and Ansible
  • Working knowledge of Git
  • Experience with EKS, AKS, GKE
  • Familiarity with Rancher, OpenShift, Tanzu, Docker