Rancher Support Engineer — Victoria, Australia

Expired

About Us Always open. Our code, our culture, our opportunities. Leading open innovation without limits. We are SUSE. SUSE is a global leader in innovative, reliable and secure enterprise-grade open source solutions, relied upon by more than 60% of the Fortune 500 to power their mission-critical workloads. We specialize in Business-critical Linux, Enterprise Container Management and Edge solutions, and collaborate with partners and communities to empower our customers to innovate everywhere - from the data center, to the cloud, to the edge and beyond. SUSE employs more than 2,400 people globally, in 32 countries and is listed on the Frankfurt Stock Exchange (DAX). We are open in our roots and open in our approach, striving to be the most trusted open innovator in the World. Openness extends beyond our technology. Our vibrant community thrives on diversity and connectivity without borders. Rancher Support Engineer The Role Since its inception in 1992, SUSE has been at the forefront of technical innovation where change has been the only constant. An IPO transition in 2021 has brought a new pace of growth and evolution. The primary responsibility of this position is to troubleshoot problems in SUSE Rancher/Neu Vector and Kubernetes environments toward root-cause and resolutions. This will in turn support business growth in line with our ambitious objectives and company culture. Critical to achieving excellent results will be to have excellent troubleshooting experience In Kubernetes and Linux. The role sits within the Support function, reporting into the Director, Customer Support who is based in Australia. Focus Areas Provide responsive technical support to customers via industry-standard ticketing systems Demonstrate an acute awareness for business impact and SLA commitments in customer interactions Engage with customers over voice-enabled screen-share sessions. Using tools such as Teams, Zoom, Slack is second nature to this role Troubleshoot problems in Rancher and Kubernetes environments toward root-cause and resolutions Provide direction/assistance to your colleagues when triaging complex tickets Perform deep-dives into product code as necessary to help triage and investigate issues Advocate or escalate on behalf of the customer to facilitate solutions and desired outcomes Serve as an expert on best practices for administration, upgrades, and updates to Rancher deployments Write content for Rancher Support KB that is valuable to colleagues and customers Create and/or validate architectural design implementation/documentation Report precise product defects to the Engineering team. Reproduce customer issues as needed Assist product development with testing and verification of customer issues Maintain technical and product knowledge to aid investigation of issues Analyze trends from tickets toward options for enhancing the overall supportability of SUSE Rancher solutions Exemplify the spirit of open-source. Work independently and as a team, from wherever you are Embody a work culture that constantly strives to optimize for distributed work Embrace accountability on assigned support tickets Be available on a rotational basis for on-call escalations, including some weekends Preferred Experience & Skills Demonstrable experience with Kubernetes and a container runtime such as containerd, Docker Degree-level education in Computer Science or similar experience Deep hands-on troubleshooting experience as a Senior Support Engineer or equivalent position Strong skills and experience in working in a Linux environment Strong troubleshooting and debugging ability of issues. Particularly, in enterprise networking use cases Demonstrable scripting experience A willingness to fail first and fast, learning from your mistakes Good verbal and interpersonal skills. All our engineers hop on screen-share calls every day to converse with customers and help them Effective written communication skills both for customer communication and creating and maintaining Technical Documentation Strong structured and analytical problem-solving skills A professional can-do attitude to work under pressure on time-sensitive issues in a multi-tasking environment Ability to work as part of a globally distributed team serving a globally distributed customer base Experience interfacing with Engineering and Product Management teams Eligibility for gainful employment to work in the country where the position is offered Personal Attributes Hands-on troubleshooting experience as a Support Engineer, DevOps Engineer, or equivalent position Working knowledge of Infrastructure as Code (IoC) with tools such as Terraform, Ansible, and Git Working knowledge of Terraform and Ansible Experience with Cloud Providers such as AWS, Azure, and Google Cloud and managed Kubernetes services like EKS, AKS, and GKE Familiarity with Rancher, OpenShift, Tanzu, Docker, and Containerd Demonstrable scripting experience Be familiar with Salesforce, Jira 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 Apply 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 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