Customer Support Engineer (Linux)

SUSE; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

SUSE is seeking an experienced Linux support engineer in Malaysia to join the APAC 24x7 team. You will provide OS-level support for SUSE Enterprise Linux, troubleshoot complex customer issues, and perform root cause analysis.

You will replicate issues in a lab, communicate with customers by email and remote sessions, and collaborate with development and product teams. Your role includes on-call duty and weekend shifts as per rotation, with emphasis on customer satisfaction and knowledge base

Qualifications

• Solid understanding and experience with the Linux operating system.
• Ability to troubleshoot various Linux-related issues and configurations.
• Proficiency in Bash scripting for automation tasks.
• Experience with High Availability and clustering technologies.
• Storage technologies including SAN, iSCSI, and LVM.
• Networking concepts and protocols knowledge.

Responsibilities

• Provide OS support to SUSE Enterprise Linux users.
• Troubleshoot complex customer issues including installation and configuration errors.
• Investigate usage problems, performance issues, and root cause analysis.
• Replicate issues in a lab to develop optimal solutions.
• Communicate with customers via email, remote sessions, and sometimes phone.
• Be part of APAC 24x7 follow-the-sun support, collaborating globally.
• Engage with development and product management on bugs and feature requests.
• Contribute to knowledge resources and documentation.
• Work on call and weekend shifts per rotation policy.

Skills

Linux expertise

Troubleshooting

Scripting (Bash)

High availability

Storage technologies

Networking concepts

Adaptability

Tools

SAN

iSCSI

LVM

Job description

• Provide OS support to users of the SUSE Enterprise Linux product portfolio.
• Troubleshoot challenging complex, critical, and sensitive customer issues related to: Installation errors, configuration errors, out of the box not working functionality, booting issues.
• Investigate usage problems, unexpected product behaviour, performance degradation, and root cause analysis.
• Replicate customer issues in a technical lab environment to provide optimal solutions..
• Communicate with customers through email, remote sessions, and occasionally via telephone.
• Be part of the APAC team which makes up a 24x7 (follow the sun) support organisation.
• Provide technical support and maintain professional communication with SUSE’s customers.
• Collaborate efficiently with your technical support colleagues, globally.
• Engage with development and product management on bugs and feature requests.
• Continuously contribute and collaborate on knowledge resources improvement and creation.
• Be required to work on call and weekends based on a shift rotation policy.

Preferred technical experience & skills

• A solid understanding and experience with the Linux operating system
• The ability to troubleshoot various aspects of the Linux operating system.
• The ability to adapt to new technologies.
• Basic Bash scripting.
• Expertise or understanding (at minimum) in the below areas:
• High Availability / Clustering technologies
• Storage technologies (like SAN, multipathing, iSCSI, LVM)
• Networking concepts and protocols

Personal Attributes

• All candidates should be fluent in English and Japanese (written and verbal)
• Candidate should feel comfortable to communicate in English on a daily basis
• A strong sense of responsibility, self-motivation, and the ability to prioritise and organise multiple, simultaneous workloads.
• The ability to assess the customer situation and select the best path forward.
• Interpersonal communication skills, in both oral and written form.
• The ability to communicate complex technical information to customers in a clear and simple way.
• Experienced in providing a timely and accurate response and resolution to customer issues over the phone or electronically.
• The ability to work efficiently in a dynamic and collaborative environment with a team of highly skilled and motivated engineers.
• Respectful, patient, and professional approach in line with SUSE values.