Linux Support Engineer

SUSE; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

SUSE is seeking a Linux Support Engineer to join our global Enterprise Linux support team in the United States. You will provide OS-level assistance to customers, troubleshoot complex issues, and document solutions for knowledge resources.

You will collaborate with engineers worldwide, participate in a 24x7 follow-the-sun schedule for APAC coverage, and engage with development on bugs and product improvements. Fluency in English required; Japanese language skills are a plus.

Qualifications

• Strong understanding of the Linux operating system.
• Ability to troubleshoot Linux system issues.
• Willingness to learn new technologies.
• Experience with HA/Clustering, storage, and networking areas.
• Fluent in English; Japanese language skills preferred.

Responsibilities

• Provide OS support to users of the SUSE Enterprise Linux product portfolio.
• Troubleshoot installation/configuration errors, boot issues, and complex customer problems.
• Investigate usage problems, performance degradation, and root cause analysis.
• Replicate customer issues in a lab to provide optimal solutions.
• Communicate with customers via email, remote sessions, and phone.

Skills

Linux OS

Bash scripting

Troubleshooting

Networking

HA / Clustering

Storage technologies

Job description

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.

Linux Support Engineer

Job Description

The Role

• 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 environmentto 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.

SUSE Values

• We are passionate about customers
• We are respectful and inclusive
• We are empowered and accountable
• We are trustworthy and act with integrity
• We are collaborative
• We are SUSE!

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.

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