SUSE Rancher Support Manager – Escalations

Job title:

SUSE Rancher Support Manager – Escalations

Company:

SUSE

Job description

About UsAlways 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 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.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. SUSE Rancher Support Manager – EscalationsJob DescriptionSUSE Rancher Support Manager (Escalations)Job Description SummaryThe 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 responsibilitiesIf 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).Job DescriptionThe 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 responsibilitiesIf 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 teamsCoordinate with internal teams (e.g., backline support, engineering, product, customer success) that are geographically distributed to identify root causes and implement solutionsProvide timely updates and resolutions to customers and stakeholdersHave reasonable flexibility around their availability to meet over tools such as Google Meet, Zoom, etc with principals from other timezones toward managing escalationsConduct and share results from escalation resolution and engagement reviewsContribute to the management of day-to-day Support operations, collaborating with other Support Managers, Support Engineers, Customer Success, Engineering and Product ManagementDouble up as Support Manager as needed; this is a role on a career path to taking on full support managerial responsibilitiesEnsure support SLAs and KPIs are maintainedEnsure the quality of our overall Support is constantly improving, optimizing for convenience, responsiveness, and effectiveness

Help recruit new team members and build a cohesive teamRepresent the team in conversations with various stakeholders, internal and externalBe an effective inbound advocate and outbound advisor to our customersEnsure high overall customer satisfaction for support casesTo be successful in this role you should possess:A high EQ, strong people-management skills, and a genuine interest in helping customersDegree-level education in Computer Science or similar experience5+ years of hands-on experience as a Technical Support Manager or as a Lead Support EngineerExperience working in industry-leading service desk systems such as Salesforce, Jira, etc.Good verbal and interpersonal skillsStrong structured and analytical problem-solving skillsHigh-level of curiosity and strong attention to detailEffective written communication skills both for customer communication and creating and maintaining Technical DocumentationAdequate skills in conceptualizing, implementing, and maintaining necessary reports and dashboardsA strong awareness for managing the costs of running the support operationsA professional can-do attitude to work under pressure on time-sensitive issues in a multi-tasking environmentAbility to work as part of a globally distributed team serving a globally distributed customer baseExperience interfacing with Engineering and Product Management teamsEligibility for gainful employment to work in the country where the position is offeredThe following skills and experience are desirable:Relevant DevOps and scripting experienceExperience with Kubernetes and a container runtime such as containerd, DockerWorking knowledge of Git, LinuxExperience with EKS, AKS, GKEFamiliarity with Rancher, OpenShift, Tanzu, DockerMore about our Benefits:Work from home and office (if available in candidate’s location)Work with a highly skilled and collaborative teamTo 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 OfferWe 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 .SUSE ValuesWe are passionate about customersWe are respectful and inclusiveWe are empowered and accountableWe are trustworthy and act with integrityWe are collaborativeWe are SUSE!

Expected salary

Location

España

Job date

Sun, 01 Sep 2024 06:20:33 GMT

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