The Dedicated Support Engineer (DSE) is assigned to support some of Novell's largest and most strategic customers or partners with post-implementation product support. A DSE will typically work on-site at partner/customer location.
The DSE will develop business relationships with the partner (IBM) and customer's (Walmart) technical and management staff, and support the partner and customer by gaining first-hand knowledge of their system, configuration and business needs. The engineer will use this familiarity to accelerate response time to requests and ensure that solutions are tailored to meet partner/customer expectation. The engineer's goals are to pro-actively help the partner/customer avoid potential problems and maintain the environment of Novell technology in an optimal and efficient manner. The engineer will be available to respond in a timely manner (defined in the contract) to any issues that may arise with the implemented Novell technologies and will utilize resources within Novell as needed to assist with these issues. An engineer will also listen to the needs of the partner/customer for opportunity discovery and forward to the appropriate internal team (Sales, Services) for further development.
Form strong business relationships with the partner/customer at various levels throughout the organization.
Be available 24x7 for the partner/customer. Primarily 5x12 for all issues and 24x7 for critical issues. Weekly pager responsibilities shared with other DSE's.
Troubleshoot and provide accurate and timely resolution to partner/customer issues.
Serve as partner/customer advocate within Novell by facilitating escalation of issues through appropriate internal organizations.
Pro-actively identify issues by becoming familiar with partner/customer's technical and business environment while providing recommendations for resolution to these issues.
Prevent partner/customer issues by reviewing their Novell environment regularly, report and correct issues per partner/customer requirements.
Share knowledge by writing technical documents and pro-actively sending helpful technical information to partner/customer (upcoming patches, technical news, etc).
Document and communicate work performed in provided systems and documents as requested.
Deliver technical presentations and/or training to diverse audiences.
Assist in the implementation of Novell products/solutions in line with specific conditions defined in partner/customer services SOW.
Participation in projects and project management as requested by partner/customer or SUSE.
Bachelor's Degree in Computer Science, Information Systems or related field or equivalent experience required.
5+ years IT/SUSE/Linux Services experience
Position requires a strong sense of responsibility, self-motivation and the ability to prioritize and organize workload to complete multiple, simultaneous projects.
Position requires flexibility and capacity to work across a variety of activities within a matrix and virtual organizational framework.
Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution.
Able to influence both internal and external stakeholders
The ability to work seamlessly across organizations and with other DSE's
Strong knowledge and experience with SUSE Linux
Basic kernel crash dump debugging experience
SUSE Autoyast deployment experience
Basic Cisco switch experience
Strong Linux support/admin experience
Strong shell scripting experience (bash, ksh)
Program debugging skills (C, C++, shell scripts)
Xen virtualization experience
Heartbeat/Pacemaker high availability clustering
Experience with multiple storage technologies: Hardware & Software RAID, LVM, DRBD, iSCSI, Fibre Channel, DASD, Multipath
VLANs, bonding, bridging
Linux OS performance tuning
Familiar with multiple hardware platforms and their embedded management systems such as HP iLO, Dell DRAC, IBM RSA, IBM IMM (some experience with ONE of these)
Ability to travel as required.
There will be times required to work outside of standard business hours.
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