Role Description As a Linux Support Engineer you will: - Provide OS support to users of the SUSE Enterprise Linux product portfolio. - Troubleshoot challenging complex, critical, and sensitive customer issues related to: - Installation errors - Configuration errors - Out of the box not working functionality - Booting issues - Investigate usage problems, unexpected product behaviour, performance degradation, and root cause analysis. - Replicate customer issues in a technical lab environment to provide optimal solutions. - Communicate with customers through email, remote sessions, and occasionally via telephone. - Be part of the APAC team which makes up a 24x7 (follow the sun) support organisation. - Provide technical support and maintain professional communication with SUSE’s customers. - Collaborate efficiently with your technical support colleagues, globally. - Engage with development and product management on bugs and feature requests. - Continuously contribute and collaborate on knowledge resources improvement and creation. - Be required to work on call and weekends based on a shift rotation policy. Qualifications - A solid understanding and experience with the Linux operating system. - The ability to troubleshoot various aspects of the Linux operating system. - The ability to adapt to new technologies. - Basic Bash scripting. - Expertise or understanding (at minimum) in the below areas: - High Availability / Clustering technologies - Storage technologies (like SAN, multipathing, iSCSI, LVM) - Networking concepts and protocols Requirements - Fluent in English and Japanese (written and verbal). - Comfortable communicating in English on a daily basis. - A strong sense of responsibility, self-motivation, and the ability to prioritise and organise multiple, simultaneous workloads. - The ability to assess the customer situation and select the best path forward. - Interpersonal communication skills, in both oral and written form. - The ability to communicate complex technical information to customers in a clear and simple way. - Experienced in providing a timely and accurate response and resolution to customer issues over the phone or electronically. - The ability to work efficiently in a dynamic and collaborative environment with a team of highly skilled and motivated engineers. - Respectful, patient, and professional approach in line with SUSE values. Benefits - Empowerment to be bold and drive your career. - Celebration and rewards for achievements. - A dynamic environment that evolves rapidly, requiring agility and strong entrepreneurship. - A compelling opportunity to join as the company continues to scale and prosper. - Freedom to be yourself in a global community of unique individuals. - A truly open community where everyone is welcome and encouraged to reach their full potential.