Customer Support Engineer (Linux)

The Role

As a Linux Support Engineer you will:

• 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.