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SUSE is a global leader in innovative, reliable and secure enterprise open source solutions, including SUSE Linux Enterprise (SLE), Rancher and NeuVector. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads, enabling them to innovate everywhere – from the data center to the cloud, to the edge and beyond. SUSE puts the “open” back in open source, collaborating with partners and communities to give customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow.
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SUSE Rancher Support Manager - Escalations
Job Description
The SUSE Rancher Support team is looking for a strong Team Lead to join us on our mission, where we are striving every day to raise the bar and redefine the category of open-source support. In this position, the candidate needs to hit the ground running; likely as an individual contributor managing escalations and critical situations, and over time, transition to taking on full support managerial responsibilities
If you are someone who thrives on the challenge of managing situations and outcomes with a highly technical team, have good technical knowledge and skills, and focus on providing excellent customer services across a variety of open-source technologies in the Kubernetes/CNCF universe, you will enjoy the role of SUSE Rancher Support Manager (Escalations).
The SUSE Rancher Support team is looking for a strong Team Lead to join us on our mission, where we are striving every day to raise the bar and redefine the category of open-source support. In this position, the candidate needs to hit the ground running; likely as an individual contributor managing escalations and critical situations, and over time, transition to taking on full support managerial responsibilities
If you are someone who thrives on the challenge of managing situations and outcomes with a highly technical team, have good technical knowledge and skills, and focus on providing excellent customer services across a variety of open-source technologies in the Kubernetes/CNCF universe, you will enjoy the role of SUSE Rancher Support Manager (Escalations).
The SUSE Rancher Support Manager (Escalations) is expected to:
Manage and resolve escalated support cases from frontline support teams
Coordinate with internal teams (e.g., backline support, engineering, product, customer success) that are geographically distributed to identify root causes and implement solutions
Provide timely updates and resolutions to customers and stakeholders
Have reasonable flexibility around their availability to meet over tools such as Google Meet, Zoom, etc with principals from other timezones toward managing escalations
Conduct and share results from escalation resolution and engagement reviews
Contribute to the management of day-to-day Support operations, collaborating with other Support Managers, Support Engineers, Customer Success, Engineering and Product Management
Double up as Support Manager as needed; this is a role on a career path to taking on full support managerial responsibilities
Ensure support SLAs and KPIs are maintained
Ensure the quality of our overall Support is constantly improving, optimizing for convenience, responsiveness, and effectiveness
Help recruit new team members and build a cohesive team
Represent the team in conversations with various stakeholders, internal and external
Be an effective inbound advocate and outbound advisor to our customers
Ensure high overall customer satisfaction for support cases
To be successful in this role you should possess:
A high EQ, strong people-management skills, and a genuine interest in helping customers
Degree-level education in Computer Science or similar experience
5+ years of hands-on experience as a Technical Support Manager or as a Lead Support Engineer
Experience working in industry-leading service desk systems such as Salesforce, Jira, etc.
Good verbal and interpersonal skills
Strong structured and analytical problem-solving skills
High-level of curiosity and strong attention to detail
Effective written communication skills both for customer communication and creating and maintaining Technical Documentation
Adequate skills in conceptualizing, implementing, and maintaining necessary reports and dashboards
A strong awareness for managing the costs of running the support operations
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:
Relevant DevOps and scripting experience
Experience with Kubernetes and a container runtime such as containerd, Docker
Working knowledge of Git, Linux
Experience with EKS, AKS, GKE
Familiarity with Rancher, OpenShift, Tanzu, Docker
More about our Benefits:
Work from home and office (if available in candidate's location)
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 days for your favorite cause, meeting our team members in other countries, and a lot more.
Job
ServicesWhat 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.
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We are passionate about customers
We are respectful and inclusive
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We are trustworthy and act with integrity
We are collaborative
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