Premium Support Engineer

About this role

Responsibilities

• Act as a recognized technical expert and leader for Premium Support customers across the SUSE and/or Rancher portfolio, addressing highly complex technical issues via email, phone, and on-site engagements.
• Provide leadership and strategic direction in conjunction with the appropriate Service Delivery Manager (SDM), effectively managing and resolving high-impact escalation situations.
• Own the end-to-end resolution of complex support tickets, ensuring timely and effective solutions that meet customer expectations and drive satisfaction.
• Manage the delivery of comprehensive Service Reviews, including the creation of associated documentation and communications, effectively articulating value and progress to key stakeholders.
• Establish and cultivate long-term, high-value relationships with users and their management, serving as a trusted technical advisor.