Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.
The Role As a Linux Support Engineer you will:
- Provide OS support to users of the SUSE Enterprise Linux product portfolio.
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Troubleshoot challenging complex, critical, and sensitive customer issues related to: Installation errors, configuration errors, out of the box not working functionality, booting issues.
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Investigate usage problems, unexpected product behaviour, performance degradation, and root cause analysis.
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Replicate customer issues in a technical lab environment to provide optimal solutions..
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Communicate with customers through email, remote sessions, and occasionally via telephone.
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Be part of the APAC team which makes up a 24x7 (follow the sun) support organisation.
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Provide technical support and maintain professional communication with SUSE s customers.
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Collaborate efficiently with your technical support colleagues, globally.
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Engage with development and product management on bugs and feature requests.
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Continuously contribute and collaborate on knowledge resources improvement and creation.
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This position is not eligible for remote work and will be based in our Bengaluru office.
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Be required to work on call and weekends based on a shift rotation policy.
Preferred technical experience & skills
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A solid understanding and experience with the Linux operating system, preferably certified (SCA, RHCSA, LPIC-1).
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Several years of experience in a technical support role or as a system administrator for any Linux OS.
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The ability to troubleshoot various aspects of the Linux operating system.
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The ability to adapt to new technologies.
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Basic Bash scripting.
Expertise or understanding (at minimum) in the below areas:
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High Availability / Clustering technologies
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Storage technologies (like SAN, multipathing, iSCSI, LVM)
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Networking concepts and protocols
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LDAP, Kerberos, Samba, Active Directory
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Non-x86_64 architectures
Personal Attributes -
All candidates should be fluent in English (written and verbal)
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A strong sense of responsibility, self-motivation, and the ability to prioritise and organise multiple, simultaneous workloads.
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The ability to assess the customer situation and select the best path forward.
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Interpersonal communication skills, in both oral and written form.
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The ability to communicate complex technical information to customers in a clear and simple way.
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Experienced in providing a timely and accurate response and resolution to customer issues over the phone or electronically.
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The ability to work efficiently in a dynamic and collaborative environment with a team of highly skilled and motivated engineers.
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Respectful, patient, and professional approach in line with SUSE values.
