Cloud Native Support Engineer

About Us

SUSE is a global leader of enterprise open source software. By transforming community innovations into secure, sovereign and AI-ready solutions, SUSE empowers customers to escape vendor lock-in and regain control of their IT destiny. Through industry-leading Linux, Kubernetes, Edge and AI infrastructure solutions, SUSE delivers the flexibility to innovate everywhere—from the data center to multi-cloud and out to the edge. Only SUSE also manages many Linux and Kubernetes distributions. At SUSE, Choice Happens because we prioritize community, interoperability and relentless innovation.

About the Role

This role ensures the resilience and optimal performance of enterprise container management platforms across multi-cloud and hybrid infrastructures. It primarily focuses on resolving complex technical challenges within Kubernetes-as-a-Service environments to maintain high availability and operational stability for customers. The role involves independently making critical technical decisions to diagnose and resolve complex, high-impact incidents within production container environments, directly influencing system uptime and customer satisfaction. The position requires rapid problem-solving under pressure and regular engagement with enterprise customers to provide technical guidance and incident updates. Collaboration extends internally to product engineering teams, SRE specialists, and fellow support engineers to resolve deep-seated platform issues. This role directly impacts the operational continuity and reliability of mission-critical enterprise container platforms, with failures potentially incurring significant business costs and reputational damage. The scope encompasses complex multi-cloud and hybrid infrastructure environments, ensuring systemic availability across a fleet of applications. A highly analytical and methodical working style is essential for deep technical problem-solving and root cause analysis. The role requires exceptional adaptability and resilience to navigate high-pressure situations and complex, evolving cloud-native technologies.

Responsibilities

• Delivers expert-level technical support and resolution for complex issues impacting enterprise container management platforms.
• Manages incident response and root cause analysis for critical production outages in Kubernetes and related cloud-native environments.
• Owns the end-to-end resolution process for escalated technical problems, ensuring timely communication and effective solutions for customers.
• Drives proactive identification of systemic issues and contributes to the continuous improvement of platform reliability and support processes.
• Designs and implements automation scripts and tools to enhance platform observability, resilience, and operational efficiency.

Qualifications

Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on-the-job training in addition to studies. In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years.

Associate degree: first attainable degree at the post-high school level. Typically 2-year completion beyond High School level (i.e., Associate of Arts, GCE 'A' level (Singapore), etc.) or equivalent experience. BA/BS or equivalent experience preferred.

1-2 years experience in relevant technologies and customer environments. Relevant industry qualification where applicable.

Skills

• Deep expertise in Kubernetes, including its architecture, operations, and troubleshooting within multi-cloud environments (EKS, AKS, GKE).
• Proficiency with Infrastructure-as-Code tools such as Terraform and Ansible for automation and configuration management.
• Strong analytical and diagnostic skills for complex system issues, coupled with experience in API-driven automation.
• Solid understanding of cloud-native principles, distributed systems, and Site Reliability Engineering (SRE) practices.

This position is subject to a background check(s), including criminal, credit, and/or employment references. The candidate is required to complete the background check(s) once an offer has been accepted.

Pay

For US-based roles, the starting base salary will be within the range of $57,000 to $82,000. In addition to base salary, this position may be eligible for a commission plan and a competitive benefits package. US benefits include comprehensive medical coverage, life and disability insurance, a 401(k) plan, an Employee Assistance Program, and generous paid time off and leave policies. Final compensation will be determined based on factors such as experience, skills, geographic location, internal equity, and budget.

Benefits

• Comprehensive medical coverage
• Life and disability insurance
• 401(k) plan
• Employee Assistance Program
• Generous paid time off and leave policies

About SUSE Culture

SUSE's culture is centered on four key values - Choice, Community, Trust, and Innovation - which are deeply integrated with our open source ethos. SUSE fosters a diverse and inclusive environment where our people are encouraged to be themselves.

• Choice: We are continuously making choice happen. We are accountable for our choices. We never get complacent.
• Community: Nobody is smarter than everybody. We embrace diversity of thought. We are “open source first, upstream first” where collaboration benefits all.
• Trust: We are trusted to deliver with integrity. We offer trust by default, and do not wait for it to be earned. We foster an environment where everyone trusts each other.
• Innovation: We foster a culture of experimentation, and embrace change by challenging the norm. We are committed to continuous improvement, creativity, and adaptability. Ideas are great, but without execution they are just ideas.