Customer Support Engineer

SUSE

Beijing
Permanent
Full-time

1 month ago

About UsAlways 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. Customer Support EngineerJob DescriptionThe Customer Care / Technical Support organization focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems. Will seek an highly motivated technical support engineer to provide technical support and problem resolution for customers using SUSE Linux products and offerings. Our portfolio includes SUSE Linux Enterprise Server, SUSE Linux High Availability Extension, SUSE Manager, SUSE Linux Enterprise for SAP, just to name a few of the exciting products we work with.Responsibilities:

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.

Education and Experience Required:

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.

Knowledge and Skills:

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)

Job ServicesWhat We OfferWe 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 .SUSE ValuesWe are passionate about customersWe are respectful and inclusiveWe are empowered and accountableWe are trustworthy and act with integrityWe are collaborativeWe are SUSE!

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