engineering
Added 2 weeks agoPremium Support Engineer
at SUSE
BrazilHybrid
Responsibilities
- Own the end-to-end resolution of complex support tickets , ensuring timely and effective solutions that meet customer expectations and drive satisfaction.
- Manage the delivery of comprehensive Service Reviews , including the creation of associated documentation and communications, effectively articulating value and progress to key stakeholders.
- Establish and cultivate long-term, high-value relationships with users and their management, serving as a trusted technical advisor.
- Proactively identify and suggest best practices , and drive significant process and configuration improvements to maximize customer satisfaction with their SUSE solutions.
- Demonstrate the tangible impact and articulate the profound
- Champion customer feature requests , acting as a strong advocate for customers and users with Product Management and/or Engineering to influence product roadmaps.
- Collaborate effectively with existing customers to continuously improve their satisfaction and deepen their engagement with SUSE.
- Exhibit extensive and highly refined customer service and communication skills at all levels, capable of translating complex technical information into clear, actionable insights for diverse audiences.
- Mentor and guide less experienced team members , sharing your expertise and contributing to their professional development, demonstrating strong Leadership through example.
- Create high-quality technical documentation and presentations that are clear, concise, and comprehensive.
Requirements
- This role demands a high level of technical mastery, exceptional problem-solving capabilities, and the ability to influence and guide both customers and internal teams.
- Maintain an expert-level understanding of the entire SUSE and/or Rancher product portfolio, staying ahead of emerging technologies and industry trends.
- Possess a profound understanding of complementary technologies , including other distributions of Linux, Kubernetes, and cloud-native ecosystems, leveraging this knowledge to provide holistic solutions.
- Skills Required Leadership: Demonstrated ability to lead technical initiatives, mentor team members, and influence outcomes at a strategic level.
- Technical Expertise: Exceptional and proven expertise in SUSE and/or Rancher technologies, coupled with a deep understanding of related open source and cloud-native ecosystems.