Název pozice: SUSE Rancher Support Engineer [ABC0001592]

Krátký popis pozice: 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

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