Technical Support Engineer at SUSE

Job Description

The Customer Care / Technical Support organization seeks an ambitious technical support engineer to provide technical support and problem resolution for customers using Identity Management products.

Required Skills

• Demonstrate passion for providing excellent customer support as well as a strong work ethic
• Demonstrate excellent customer service skills
• Able to demonstrate excellent technical, analytical, interpersonal, communication, and technical writing skills.
• Analyze complex issues and alternative solutions, making logical decisions based on customer needs
• Ability to prioritize tasks and manage time efficiently
• Able to effectively communicate complex technical issues to a variety of audiences across an organization such as peers, sales managers and executives, account management, developers, non-technical managers, and executive leadership
• Able to demonstrate high levels of initiative and self-motivation

Responsibilities

• Troubleshoot and resolve complex, critical, and time sensitive support issues over the phone, e-mail, instant message, and remote control of customer environments. This may include occasional on-site visits
• Duplicate complex customer environments to assist in the troubleshooting process
• Partner with software development teams to prioritize software defects and find solutions
• Document solutions to known issues

Qualifications

• Bachelor's degree in Information Systems, Computer Science, Electrical Engineering, or similar technical field or equivalent experience
• Administration, and troubleshooting experience with Linux and Windows operating systems
• Programming/scripting, Active Directory, eDirectory, Application Server, and Database experience all helpful
• Able to work on call on a rotating basis after business hours and on weekends