Customer Support Engineer
SUSE
- Beijing
- Permanent
- Full-time
- Focusing on troubleshooting challenging, complex, critical, and sensitive customer issues within our product portfolio.
- Providing technical support and maintaining professional communication with SUSE’s enterprise customers .
- Summarize customer issues and document solutions to known issues if needed.
- Collaborating efficiently with your Technical Support colleagues, both locally and globally across locations including USA, Prague, Nuremberg, India and Singapore.
- Engaging with development on product management on feature requests.
- Learning and accumulating knowledge on new technologies and knowledge sharing
- Availability to occasionally be on call after hours and on weekends.
- Bachelor's degree in Information Systems, Computer Science, Electrical Engineering, or related degree (or equivalent experience)..
- A solid understanding and experience with the Linux operating system, preferably certified (SCA, RHCSA, LPIC-1).
- 5+ years experience in a technical support role or as a system administrator for any Linux OS.
- Ability to utilize a computer and software programs to understand and resolve technical product issues, locate potential software bugs, etc.
- Position requires a strong technical aptitude. Able to quickly learn and understand new technologies.
- Outstanding customer service skills (via phone, e-mail, chat, and in person). Ability to provide accurate and timely response and resolution to customer issues over the phone or electronically.
- Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution - a core ethos of doing whatever is necessary to keep the customer happy
- Ability to troubleshoot and analyze complex issues and offer alternative solutions, making timely logical decisions based on overall customer needs.
- Position requires a strong sense of responsibility, self-motivation and the ability to prioritize and organize workload to complete multiple, simultaneous workloads.
- Fluent written and verbal communication in Chinese, Good ability for reading and writing English.
- Desire to pursue quality and continuous improvement.
- Ability to work in a dynamic team environment with other highly skilled, motivated team members
- Experience with operating systems such as Linux, Unix, Solaris or Windows.
- Scripting/programming experience (C/C++/ shell, Python, Perl). Familiar with multi-thread programming.
- Specialism in two or more of the below areas desirable but not essential:
- High Availability / Clustering technologies.
- Storage technologies (like SAN, multipathing, iSCSI, LVM).
- Networking concepts and protocols
- LDAP, Kerberos, Samba, Active Directory
- Linux Kernel, kernel dump analysis
- Container technologies
- LDAP, Kerberos, Samba, Active Directory
- Virtualization technologies (XEN, KVM, VMware, Hyper-V, Docker)