Premium Support Engineer (remote)

About Us SUSE is a global leader of enterprise open source software. By transforming community innovations into secure, sovereign and AI-ready solutions, SUSE empowers customers to escape vendor lock-in and regain control of their IT destiny. Through industry-leading Linux, Kubernetes, Edge and AI infrastructure solutions, SUSE delivers the flexibility to innovate everywhere—from the data center to multi-cloud and out to the edge. Only SUSE also manages many Linux and Kubernetes distributions. At SUSE, Choice Happens because we prioritize community, interoperability and relentless innovation. Discover how we power mission-critical resilience at www.suse.com . Premium Support Engineer (remote) Job Description Are you passionate about open source and innovation? Are you a Linux expert? Then joining SUSE as a Premium Support Engineer (PSE) could be a great step for you! In this role, you will become a trusted advisor to our premium customers and support them with the post-implementation issues of SUSE Linux & Rancher products. As a PSE you will need a broad mix of skills and the ability to work in a structured way within a dynamic environment. We expect you to work proactively, be flexible and be technically one step ahead of the customer. In addition, being a quick learner will help you become familiar with new product functionalities and features. The position can be remote or hybrid, based in Saudi Arabia. Focus Areas Form strong business relationships with the customers at various levels of the organization and be their advocate within SUSE. Troubleshoot and provide accurate and timely resolution to customers’ issues Proactively identify issues by becoming familiar with the customer's technical and business environment while providing recommendations for resolution to these issues. Prevent customer issues by reviewing their SUSE environment regularly, report and correct issues per customer requirements. Share knowledge by writing technical documents and proactively sending helpful technical information to the customer (upcoming patches, technical news, etc.). Document and communicate work performed in provided systems and documents as requested. Deliver technical presentations and/or training to diverse audiences. Assist in the implementation of SUSE Linux / Rancher products / solutions in line with specific Consulting engagements. Participation in projects and project management as requested by the customer or SUSE. Position requires flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework. Preferred Experience & Skills Extensive experience in a technical support role, or as a system administrator for any Linux OS Extensive knowledge & Experience of container technology such as Docker/Kubernetes Experience working in a high-tech/ software company Expert-level knowledge of Enterprise Linux is a must Strong understanding of the complexities of networking Good knowledge of server virtualization Great troubleshooting skills Fluency in English and Arabic Knowledge of container technology such as Docker/Kubernetes is a big plus Experience in Red Hat technologies would also be beneficial as would any Linux certification Bachelor’s Degree in Computer Science and/or applicable accreditation Personal attributes Strong analytical & problem-solving skills Excellent communication skills and the ability to build and maintain strong relationships with our customers on different levels of their organizations Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution. Ability to work independently and take initiative The role is subject to successful background checks, including criminal, credit, employment references. This will be conducted by SUSE’s background check provider, where legally permitted. The candidate is required to complete the background checks once an offer has been accepted. This position is subject to a background check(s), including criminal, credit, and/or employment references. The candidate is required to complete the background check(s) once an offer has been accepted. This will be conducted by SUSE’s external provider, where legally permitted. Job Services What We Offer 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. 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 A pply 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 Talent Community . SUSE Values SUSE's culture is centered on four key values - Choice, Community, Trust, and Innovation - which are deeply integrated with our open source ethos. SUSE fosters a diverse and inclusive environment where our people are encouraged to be themselves. Choice: We are continuously making choice happen We are accountable for our choices We never get complacent Community: Nobody is smarter than everybody We embrace diversity of thought We are “open source first, upstream first” where collaboration benefits all Trust: We are trusted to deliver with integrity We offer trust by default, and do not wait for it to be earned We foster an environment where everyone trusts each other Innovation: We foster a culture of experimentation, and embrace change by challenging the norm We are committed to continuous improvement, creativity and adaptability Ideas are great, but without execution they are just ideas