Premium Support Engineer (remote)

Join SUSE as a Premium Support Engineer and Drive Mission-Critical IT Resilience

At SUSE, we are redefining enterprise open-source software by transforming cutting-edge community innovations into secure, sovereign, and AI-ready solutions. Our mission is to empower customers to break free from vendor lock-in and regain full control over their IT infrastructure. With industry-leading expertise in Linux, Kubernetes, Edge, and AI technologies, we deliver unparalleled flexibility for innovation—whether in the data center, multi-cloud environments, or at the edge.

As a Premium Support Engineer (PSE) within our global team, you will play a pivotal role in ensuring our most strategic customers achieve seamless operations with SUSE Linux and Rancher products. This is an opportunity to combine your deep technical expertise with a passion for open-source innovation to become a trusted advisor, driving operational excellence and fostering long-term customer success.

Key Responsibilities

In this dynamic and collaborative role, you will:

• Build and nurture strategic relationships with customers across diverse organizational levels, acting as their advocate within SUSE to align technical solutions with business objectives.
• Deliver proactive and reactive support by troubleshooting complex issues with precision, ensuring timely resolutions while maintaining a customer-centric approach.
• Anticipate and mitigate risks through regular reviews of customer environments, identifying potential issues, and implementing corrective measures to enhance stability and performance.
• Elevate customer expertise by creating and sharing comprehensive technical documentation, updates on upcoming patches, and actionable insights to empower customers with knowledge.
• Drive knowledge dissemination through technical presentations, training sessions, and collaborative documentation to foster a culture of continuous learning.
• Support implementation and consulting engagements by assisting customers in deploying SUSE Linux and Rancher solutions, ensuring alignment with project requirements and best practices.
• Engage in cross-functional projects while operating within a matrix and virtual organizational framework, demonstrating adaptability and initiative in a fast-paced environment.

What We’re Looking For

We seek a highly skilled and proactive professional with a proven track record in technical support or system administration, particularly within enterprise Linux environments. The ideal candidate will:

• Possess extensive experience in Linux system administration, with a deep understanding of enterprise-grade distributions and their complexities.
• Demonstrate expertise in containerization technologies, including Docker and Kubernetes, to troubleshoot and optimize containerized environments.
• Showcase strong networking and virtualization skills, with hands-on experience in server virtualization technologies to address infrastructure challenges.
• Have a proven ability to resolve complex technical issues efficiently, leveraging analytical thinking and problem-solving skills in high-pressure scenarios.
• Be fluent in both English and Arabic, enabling seamless communication with a diverse customer base and internal stakeholders.
• Hold a Bachelor’s degree in Computer Science or a related field, complemented by relevant certifications (e.g., Linux certifications) and experience with Red Hat technologies.

Beyond technical proficiency, we value candidates who exhibit:

• Exceptional communication skills to build rapport, manage expectations, and de-escalate tense situations with professionalism.
• Resilience and adaptability to thrive in a remote or hybrid environment, balancing autonomy with collaboration across global teams.
• A customer-obsessed mindset, driven by a commitment to delivering outstanding service and fostering long-term partnerships.

This role is designed for individuals who are not only technically adept but also passionate about empowering customers to achieve their IT goals through innovative, open-source solutions. If you are ready to take your career to the next level and make a meaningful impact, we invite you to apply and join our team at SUSE.