Premium Service Engineer
Monster
full-time
Posted on:
Location Type: Office
Location: Sydney • Australia
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Tech Stack
About the role
- A Premium Service Engineer is assigned to our enterprise Customers to provide post-implementation product support and is primarily responsible for identification and resolution on any technical issues related to SUSE products.
- Premium Service Engineers should develop business relationships with assigned accounts’ technical and management staff, support them by gaining first-hand knowledge of their deployments, as well as their business needs.
- With this close relationship as well as the familiarity with Customers’ environments, Engineers shall provide fast response time and ensure proposed solutions are tailored with customer’s expectation.
- Premium Engineer’s goals are to provide proactive assistance and maintain the deployment in an optimal and efficient manner: be available to respond in defined time scope understand customer’ needs for further opportunity discovery possess the ability to work well with a structured and dynamic environment handle the pressure in highly charged situation.
- Troubleshoot and provide resolution or workaround to customer’s technical issues in timely fashion; Serve as customer’s advocate within the group by facilitating escalation of issues through appropriate internal organizations.
- Form strong business relationships with customers at various levels of the organization Share knowledge by writing technical documents and pro-actively sending helpful technical information to customers (e.g., upcoming patches, technical news, etc.).
- Communicate work performed in provided systems and document as requested.
- Assist in implementation of Solutions according to SUSE’s Best Practice Interact with SUSE Customer Support team as required to meet customer’s needs Evaluate unique and complex deployments, and make recommendations for optimisation.
- Develop partnership with and assist the Sales team.
Requirements
- Bachelor's degree or equivalent experience.
- 5 years’ experience in relevant technologies and customer environments.
- Extensive experience in high-tech or software company.
- Relevant industry qualification where applicable.
- Excellent verbal and written communication skills in English.
- Hands-on Experience on troubleshooting in a technical environment.
- Excellent analytical and problem-solving skills.
- Ability to handle tense/stressful situations regarding service outages and issue resolution.
- In-depth understanding about Linux Operating System and Containerization/Container Orchestration Technologies.
- Demonstrated technical proficiency in independently implementing Linux solutions, with a preference for experience with SUSE products.
- Possessing relevant certifications such as Certified Linux Engineer or Certified Kubernetes Administrator/Developer etc. will be highly advantageous.
Benefits
- We 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.
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Linux Operating SystemContainerizationContainer OrchestrationTroubleshootingTechnical SupportImplementation of Linux solutionsSUSE productsAnalytical skillsProblem-solving skillsCustomer advocacy
Soft skills
Communication skillsRelationship buildingAbility to handle stressAdaptabilityProactive assistanceCollaborationDocumentation skillsCustomer service orientationTime managementNegotiation skills
Certifications
Bachelor's degreeCertified Linux EngineerCertified Kubernetes AdministratorCertified Kubernetes Developer