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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 to 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 containers, 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
• 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 a 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 other 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.

Do these statements resonate with you? Are you are looking for an opportunity that will not just challenge you but help you grow and thrive in a universe governed by these statements?

If yes and yes, the SUSE Rancher Support Engineer may just be your calling .. a call to adventure in the next chapter of your own hero's journey!

Job Benefits:

• Collaborative Working Enviroment
• Home, Virtual Office
• Good Secondary Benefits
• Truly International Enviroment and Working Culture
• Flexible Working Hours
• Anticipated Holiday
• Suplementary Parent Leave
• Growing Scope
• Visionary Leadership
• Diverse Working Environment

Time zone: (GMT+00:00) London +/- 2 hours

We are working on SUSE's customer portal called SUSE Customer Center (https://scc.suse.com).
The SUSE Customer Center is the place where our customers manage their purchased subscriptions, access software updates and have the opportunity to get in contact with the SUSE Support Team.

Who are we?

We maintain an open atmosphere, with different cultures and nationalities in our team. We love to learn, are passionate about our applications,and our prime goal is to create a great experience for our users.
Working on our products is organized in an agile way using Kanban, pull requests and code reviews.
We do daily stand ups, regular Planning, Demo and Retrospective meetings.
We are continuously improving our processes to make everyone in the team feel comfortable in the way we are working.

For further details check out our team page: (https://scc.suse.com/team)

Our duties:

• We are responsible for the full-stack, test-driven development of scc.suse.com, the registration client SUSEConnect, the registration proxy SMT, its successor RMT, and the SUSE Docker Registry.
• We are managing our own infrastructure in DevOps-style: the automated deployment, provisioning and testing infrastructure is maintained across the whole team.
• We stay in direct contact with customers and other teams at SUSE to quickly identify and adapt to user needs and respond to customer issues.

Our Technology Stack:

Linux, SLES, Git, Ruby, Rails, Perl, RSpec, Angular.js, Haml, Less, PostgreSQL, Redis, Elasticsearch, Ansible, Jenkins, Docker, AWS

What we are looking for:

• You have experience in building and shipping consumer or enterprise products for the web
• You want to make customers happy. You are focused on their needs by creating excellent software for them
• You enjoy working in a team and our way of working fits you
• You are motivated to learn and grow
• You have a solid knowledge in our technology stack
• You have good knowledge of the English language

Your responsibilities:

• Design new technology concepts based on customer requirements and realize them.
• Get creative! Tell us about the issues/problems you see in our products and get involved in planning new features/improvements.
• Make use of continuous integration and write automated unit and integration tests for your code.
• Troubleshoot customer issues, identify the problems and find sustainable solutions.
• Maintain and refine our operational setup to ensure the overall stability of our platform.

What we can offer:

• Join our English-speaking team in the Nuremberg SUSE office or from remote.
• Flexible work time
• Learning Time, Conferences
• Professional growth opportunities
• Yearly Hackweek (http://hackweek.suse.com), giving you the opportunity to hack on whatever you want
• Work on a well-maintained codebase with ~90% test coverage

Does this sound great to you?

Then please submit your résumé by including a cover letter telling us who you are and why you want to join our team.
We <3 open source. If you've done any previous open source work, don't hesitate to show it and share it with us.
In order to get to know better what your code style is, please point us to a piece of code from you or any other project that you find really great and explain us why.
And one last thing: please provide everything in one PDF to make our HR colleagues happy as well.

We look forward to hearing from you!

Job:

Engineering

SUSE is a global leader in innovative, reliable and enterprise-grade open source solutions, relied upon by more than 60% of the Fortune 500 to power their mission-critical workloads. We specialize in Enterprise Linux, Kubernetes 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 puts the “open” back in open source, giving customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow. The company is headquartered in Nuremberg, Germany, and employs nearly 2000 people globally. SUSE is listed in the Prime Standard of the Frankfurt Stock Exchange.

Job Benefits:

• Collaborative Working Enviroment
• Home, Virtual Office
• Good Secondary Benefits
• Truly International Enviroment and Working Culture
• Flexible Working Hours
• Anticipated Holiday
• Suplementary Parent Leave
• Growing Scope
• Visionary Leadership
• Diverse Working Environment