Premium Support Engineer

Job Description

Work type: Hybrid
Location: Chacara Santo Antonio, Sao Paulo, Brazil

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. Problem‑solving skills will be crucial in diagnosing and resolving intricate technical challenges with innovative and sustainable solutions.
• 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 artic...