Role Description We are seeking a highly motivated Linux Technical Support Engineer to provide technical support and problem resolution for our enterprise customers. You will work with a dynamic portfolio of exciting products and technologies, including: - SUSE Linux Enterprise Server - SUSE Linux High Availability Extension - SUSE Manager - SLES for SAP - Clustering - Container/Docker technologies The selected candidate will be self-driven and have a deep passion for providing first-class customer service. You will thrive in a complex, diverse technical environment and must possess a strong desire to continuously learn new products and enhance your skill set. Key Responsibilities - Troubleshoot complex and sensitive customer issues across our diverse product portfolio. - Provide expert technical support while maintaining highly professional communication with SUSE’s enterprise customers. - Collaborate seamlessly with Customer Support colleagues, both locally and across the globe. - Engage with backline and occasionally development teams to address bugs. - Continuously learn and integrate new product knowledge and technologies into your daily work. - Participate in an on-call rotation, providing occasional after-hours and weekend support. Qualifications - Proven background working within a Linux Services environment, including direct, customer-facing support experience. - A strong dedication to customer satisfaction, driven by an ethos of doing what it takes to deliver an exceptional support experience. - Highly self-motivated and responsible, with the ability to effectively prioritize, organize, and execute multiple concurrent tasks. - Strong analytical skills to quickly assess complex customer situations and determine the optimal path to resolution. - Excellent interpersonal skills, demonstrating clarity and professionalism in both written and verbal communication. - Adept at delivering timely, accurate, and effective solutions to customer issues via phone and online channels. - The ability to thrive in a fast-paced, dynamic environment, working seamlessly alongside a team of highly skilled engineers. - A demonstrated aptitude for quickly learning and adapting to new technologies. - Fluent in English (written and verbal). Requirements - Bachelor's degree in System Administration, Information Systems, Computer Science, Electrical Engineering, or equivalent practical experience. - Knowledge equivalent to LPIC-1 (certification is highly preferred). - Several years of experience in a customer support role or as a system administrator managing Linux operating systems. - Ability to read and understand source code. - Specialization in two or more of the following areas is highly desirable: - High Availability / Clustering technologies - Storage technologies (SAN, multipath, iSCSI, LVM) - Networking concepts and protocols - Identity and Access (LDAP, Kerberos, Samba, Active Directory) - Linux Kernel - Foundational Linux - Container technologies Benefits - Starting base salary is expected to be between 36,000 and 66,000 (for US only). - Commission plan and an attractive benefits package. - Comprehensive medical plan, life and disability insurance, 401k, Employee Assistance Programme. - Generous paid time off and leave policies.

• Deliver best-in-class, seamless, consistent 24x7 Technical Support for Care Communications • Solve customer and patient issues through remote troubleshooting capabilities • Drive quality by capturing issues and resolution • Collaborate with internal teams and leadership for issue escalation • Build strong relationships with customers and cross-functional teams • Ensure accurate case documentation for compliance and continuous improvement • Meet individual and team KPIs while maintaining high service quality • Follow processes, support team initiatives, and contribute to continuous improvement

• Provide advanced technical support and act as an escalation resources for internal and external customers in the support of Merge Healthcare products • Take a self-directed role in the support and resolution of technical issues within the installed base • Take inbound calls and make outbound calls • Assess complex problems, collect data, establish facts, and document detailed and accurate information about issues, troubleshooting steps and resolution into CRM • Own the customer support experience and resolve customer satisfaction issues by designing & implementing solutions to complex technical problems • Escalate, own, and remain focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skills • Improve customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely manner • Provide direct input to help continue building the internal and customer facing knowledgebase by documenting root cause & solution details for technical support issues • Perform preventative maintenance activities & remote software upgrades to ensure system stability for customers

Role Description As a Software Support Engineer, you play a crucial role in bridging the gap between our Customer Support and Engineering teams responsible for the Document Platform (documents, presentations), Regulated Reporting, and Sustainability Reporting. Your primary responsibility is to provide technical support to our customer facing team members, ensuring timely resolution of customer issues and delivering exceptional customer experiences. You will collaborate with multiple development teams to identify root causes and implement effective solutions, contributing to our commitment to customer satisfaction. - Understand and clearly articulate customer needs and requirements - Work with Software Engineers to design innovative components of back-end systems or solutions to meet internal customer needs - Brainstorm and implement ways to streamline processes for fast and adaptable support structures - Identify, verify, and reproduce difficult issues to solve customer problems from various sources - Manage relationships with Customer Support, Success, and Development teams to ensure required features are delivered for successful product delivery - Act as a first line of support for Customer Success staff to diagnose and troubleshoot customer issues - Collaborate with functional testers in Quality Assurance for testing and regression analysis - Facilitate resolution of complex issues involving multiple teams - Interact as part of multiple development teams to find customer solutions - Incident Management: Manage service disruptions within the organization while minimizing impact on business operations and ensuring timely resolution - Take ownership of incidents, coordinating resources from engineering and customer facing teams for quick resolution and timely communication to customers and stakeholders - Ensure accurate documentation of incidents, including summaries, post-incident reviews, and lessons learned for knowledge sharing and continuous improvement Qualifications - Minimum Qualifications - 2+ years of experience (in software, QA, Support or applicable related IT fields) - Bachelor's Degree or equivalent experience - Preferred Qualifications - Mountain or Pacific time zone preferred - Coursework or experience in supporting software development teams - Strong understanding of industry standard word processing/collaboration tools such as Microsoft Office or Google Suite - Experience providing software support to non-technical users - Experience troubleshooting and conducting root cause analysis of a software platform - A sense of urgency allowing for fast response to issues that need to be addressed in a timely fashion - Strong communication skills - Nice to have - Experience with logging tools such as Splunk, Sumologic, New Relic, and/or Datadog Requirements - Minimal Travel - Ability to be on a rotating on-call schedule (minimal disruption) - Reliable internet access for any period of time working remotely, not in a Workiva office Benefits - Salary range in the US: $68,000.00 - $108,000.00 - A discretionary bonus typically paid annually - Restricted Stock Units granted at time of hire - 401(k) match and comprehensive employee benefits package