Premium Support Engineer

4 months ago

Hong Kong, Central and Western District, Hong Kong SAR China SUSE Full time

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.

Premium Support Engineer (Rancher)

Job Description

The Role

A Premium Support Engineer is assigned to our enterprise Customers to provide post-implementation product support and primarily responsible for identification and resolution on any technical issues related to SUSE products.

Premium Support Engineer should develop business relationships with assigned accounts' technical and management staff, support them by gaining first-hand knowledge of their deployments, as well as their business needs. With this close relationship as well as the familiarity with customers' environments, the role shall provide fast response time and ensure proposed solutions are tailored with customer's expectation.

Premium Engineer's goals are to provide proactive assistance and maintain the deployment in an optimal and efficient manner:

  • be available to respond in defined time scope.
  • understand customer' needs for further opportunity discovery.
  • possess the ability to work well with a structured and dynamic environment.
  • handle the pressure in highly charged situation.

This is an individual contributor role – reporting to service manager or other designated manager or director. The ideal candidates should be able to work in the following locations, Hong Kong, or Shenyang or Shanghai. Travel to other customer sites will be a requirement.

Job Requirements

Critical to achieving excellent results will be to have in-depth understanding about Kubernetes, Service Mesh (such as Istio), and the whole Cloud Native ecosystem in general.

  • Be able to articulate key values of SUSE's offerings: products/solutions/strategies
  • Troubleshoot and provide resolution or workaround to customer's technical issues in timely fashion.
  • Serve as customer's advocate within the group by facilitating escalation of issues through appropriate internal organizations.
  • Proactively identify issues by becoming familiar with customer's technical and business environment.
  • Form strong business relationships with customers at various levels of the organization.
  • Share knowledge by writing technical documents and pro-actively sending helpful technical information to customer (e.g., upcoming patches, technical news, etc.)
  • Communicate work performed in provided systems and document as requested.
  • Assist in implementation of Solutions according to SUSE's Best Practice.
  • Interact with SUSE Customer Support team as required to meet customer's needs
  • Evaluate unique and complex deployments and make recommendations for optimisation.
  • Develop partnership with and assist Sales team.
  • Ability to work in customer's environment and may at times be required to work outside of standard business hours.
  • Ability to handle tense/stressful situations regarding service outages and issue resolution.

Experience & Skills

  • In-depth understanding about Linux Operation system (with experience on AppArmour/SELinux).
  • Experience deploying and managing Rancher/Kubernetes/OpenShift clusters or cloud-hosted Kubernetes (e.g. Azure or Aliyun's Kubernetes Services, etc) at scale.
  • Familiarity with multiple CNIs and CSIs.
  • Experience in adopting Service Mesh (e.g. Istio) and/or API gateways on Kubernetes is strongly preferred.
  • Experience in managing Container security with tools such as NeuVector, Aqua, Sysdig, Prisma Cloud is another big plus.
  • Experience migrating legacy application workloads to Kubernetes or OpenShift.
  • Experience developing application deployment workflows (CI/CD) with Kubernetes or OpenShift

Technical skills and competencies need to be balanced with strong communication skills – to build close and trust relationship with customers.

Personal Attributes

  • Bachelor's degree or equivalent experience.
  • Excellent verbal and written communication skills in English and Mandarin.
  • Experience in troubleshooting in a technical environment.
  • Excellent analytical and problem-solving skills.
  • Extensive experience in relevant technologies and customer environments.
  • Extensive experience in high-tech or software company
  • CKA, CKAD, CKS certifications are a big plus
  • Other relevant industry qualification is a plus.

The role is subject to successful background checks, including criminal, credit, employment references. This will be conducted by SUSE's background check provider, where legally permitted. The candidate is required to complete the background checks once an offer has been accepted.

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

  • Airport Premium Service Coordinator

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time

    Role Overview Reports to: Head of Airport Premium Service and Lounges This role is pivotal in empowering our airport teams to provide an exceptional premium experience for our customers throughout their airport journey. This encompasses all customer interaction points, including lounges, check-in, boarding, and connections, by developing clear and effective...

  • Airport Premium Services Coordinator

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time

    Role Overview Reports to: Head of Airport Premium Service and Lounges This role is pivotal in empowering our airport teams to provide an exceptional premium experience for our customers throughout their airport journey. This encompasses all aspects including lounges, check-in, boarding, and customer connections by developing clear and precise service...

  • Airport Premium Service Coordinator

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time

    Role Overview Reports to: Head of Airport Premium Service and Lounges This role is essential in empowering our airport teams to provide an exceptional premium experience for our customers throughout their airport journey. This encompasses all customer interactions, including lounge access, check-in processes, boarding procedures, and customer connections....

  • Airport Premium Service Specialist

    10 hours ago

    Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time

    Role OverviewCathay Pacific Airways Limited is seeking a highly skilled Airport Premium Service Specialist to join our team. As a key member of our airport operations team, you will play a critical role in delivering exceptional customer experiences across all touchpoints of our customers' airport journey.Key ResponsibilitiesSOP Development and Project...

  • Airport Premium Service Specialist

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time

    About the RoleCathay Pacific Airways Limited is seeking a highly skilled Airport Premium Service Specialist to join our team. As a key member of our airport operations team, you will be responsible for delivering exceptional customer experiences across all touchpoints of our customers' airport journey.Key ResponsibilitiesSOP Development and Project...

  • IT Support Engineer

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China The Career Works Limited Full time

    Job DescriptionThe Career Works Limited is seeking a highly skilled Server Engineer to join our team. As a Server Engineer, you will play a critical role in providing technical guidance and support to our clients.Key ResponsibilitiesTechnical Support: Provide level II and level III technical support to our clients, working closely with our service delivery...

  • Technical Support Engineer

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Johnson Electric Full time

    Key Responsibilities: Support the production line in manufacturing processes. Draft and prepare technical documentation. Assist in troubleshooting and resolving issues. Contribute to the design and enhancement of tooling and fixtures. Engage in technical discussions with design and R&D engineering teams. Collaborate with the maintenance team for new machine...

  • Director of Construction and Engineering

    2 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China KITE Search Full time

    KITE Search is currently working with a prestigious property developer based in Hong Kong and China. As a brand, they are synonymous with developing and managing premium assets in the Greater Bay region. Upon recent business expansion, they are looking for a Director of Construction and Engineering to be responsible for construction and engineering...

  • Infrastructure Support Engineer

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China The Career Works Limited Full time

    About the RoleThe Career Works Limited is seeking a dedicated Infrastructure Support Engineer to join our dynamic team. In this role, you will collaborate closely with the service delivery team to ensure effective Level II and Level III support for our operational needs, while also engaging in infrastructure setup and upgrade initiatives.Key...

  • Technical Support Engineer

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Jane Street Full time

    About the RoleWe're seeking a highly motivated and detail-oriented IT Operations Engineer to join our team at Jane Street. As an IT Operations Engineer, you will be responsible for the support, configuration, and operation of multiple systems across all of our technology stacks, including desktop engineering, network, and various application platforms.Key...

  • support engineer

    2 months ago

    Hong Kong, Central and Western District, Hong Kong SAR China Atos Full time

    The future is our choiceAt Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people's skills and backgrounds to make the right choices with our clients, for our company and for our own futures.Deskside Support Engineer Job...

  • Mobile Software Engineer

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Classy Wheeler Limited Full time

    Join Classy Wheeler Limited, a pioneering company in the field of premium advertising and data-driven mobile marketing solutions.Job OverviewWe are seeking a highly skilled and motivated Mobile Software Engineer to participate in the development of innovative mobile apps and SDKs.Key ResponsibilitiesMobile App Development: Collaborate with our team to...

  • Engineering Support Specialist

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China JLL Full time

    Shape the Future of Real Estate with JLL At JLL, we are at the forefront of transforming the real estate landscape by integrating exceptional services, expert advice, and innovative technology. Our commitment to hiring the most skilled professionals enables us to foster meaningful careers and create an inclusive environment where everyone can thrive. ...

  • Engineering Support Specialist

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China JLL Full time

    Shape the Future of Real Estate with JLL At JLL, we are dedicated to redefining the landscape of real estate through innovative solutions and cutting-edge technology. Our team at JLL Technologies is at the forefront of this transformation, and we are looking for talented individuals to contribute to our mission. Comprehensive Benefits for Our...

  • Aerospace Technical Support Engineer

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time

    Position Overview Reporting to: Technical Services Manager - Airbus The Engineering division is dedicated to ensuring safety and reliability, maintaining industry-leading performance across our operations, and guaranteeing that our various fleet programs adhere to established plans, budgets, and specifications. Our goal is to establish a world-class,...

  • Engineering Support Specialist

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China JLL Full time

    JLL empowers you to shape a brighter way . Our professionals at JLL and JLL Technologies are redefining the future of real estate for a better world by integrating top-tier services, advisory, and technology for our clients. We are dedicated to recruiting the most skilled and talented individuals and enabling them to flourish, develop fulfilling careers,...

  • Electrical Engineer

    6 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Gammon Full time

    **Job Summary**You will be supporting the Project Manager to ensure smooth daily operations of projects. Your key responsibilities will include:Reviewing and approving material and equipment submissions and work drawingsSupervising and managing sub-contractors and subordinates**Requirements**Bachelor's degree or higher in Electrical Engineering or a related...

  • Line Maintenance Support Engineer

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Hong Kong Express Airways Limited Full time

    HK Express stands as Hong Kong's pioneering low-cost airline, consistently delivering exceptional value and affordable fares with one of the most modern aircraft fleets globally. Our passion for travel mirrors that of our customers, as we strive to unveil new travel opportunities that invigorate and inspire countless individuals across Asia. At HK Express,...

  • Line Maintenance Support Engineer

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Hong Kong Express Airways Limited Full time

    Hong Kong Express Airways Limited is a pioneering low-cost airline in Hong Kong, dedicated to providing exceptional value and affordable travel options with one of the most modern fleets in the aviation industry. We share a passion for exploration and adventure, just like our customers across Asia. At Hong Kong Express, we are committed to enhancing travel...

  • Line Maintenance Support Engineer

    7 days ago

    Hong Kong, Central and Western District, Hong Kong SAR China Hong Kong Express Airways Limited Full time

    HK Express is recognized as Hong Kong's pioneering low-cost airline, consistently delivering exceptional value and competitive fares with one of the most modern aircraft fleets globally. Our passion for travel mirrors that of our customers, as we explore the diverse and vibrant regions of Asia. At HK Express, we are dedicated to creating new travel...