SUSE Rancher Support Engineer [ABC0001592]

13.09.2021, počet zobrazení: 1130

Náplň práce

Czech Republic OOH, Praha, Czechia

The award-winning SUSE Rancher Support team has attracted top talent from across the globe and continues to grow as a distributed team steeped in open-source culture. We are on a mission to support our customers innovate everywhere, with the power of Kubernetes and we help enterprises deliver Kubernetes-as-a-Service across any infrastructure.

The SUSE Rancher Support team is looking for smart and curious engineers to join us on this mission, where we are striving every day to raise the bar and redefine the category of open-source support. If you are someone who thrives on the challenge of investigating and solving problems across a variety of open-source technologies in the Kubernetes/CNCF universe, you will enjoy the role of SUSE Rancher Support Engineer. It is a role in an expanding universe, where a new adventure awaits almost every day.

In these adventures, the SUSE Rancher Support Engineer is expected to:

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 SUSE 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 SUSE Rancher deployments
Write content for SUSE 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


To be successful in this role you should possess:

Demonstrable experience with Kubernetes and a container runtime such as containerd, Docker
Degree-level education in Computer Science or similar experience
3+ years 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

The following skills and experience are desirable:

Experience with Windows Containerization
Working knowledge of Terraform and Ansible
Working knowledge of Git
Experience with EKS, AKS, GKE
Familiarity with Rancher, OpenShift, Tanzu, Docker


More about our Benefits:

Work from home or one of our offices
Work with highly skilled and collaborative team
To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, paid volunteer day for your favorite cause, meeting our team members in another countries, and a lots more.
The SUSE Rancher Support Engineer role is an opportunity like no other to develop a trail-blazing and specific "skills stack" that comprises Support, Consulting, Inbound Product Management, SRE, and DevOps skills. Especially, for those who might be crushing it already in a subset of these skills and are looking to expand their horizons.

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