Job Description :
SUSE is a global leader in innovative, reliable and enterprise-grade open source solutions, relied upon by more than 60% of the Fortune to power their mission-critical workloads.
We specialize in Enterprise Linux, Kubernetes Management, and Edge solutions, and collaborate with partners and communities to empower our customers to innovate everywhere - from the data center, to the cloud, to the edge and beyond.
SUSE puts the open back in open source, giving customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow.
The company is headquartered in Nuremberg, Germany, and employs nearly people globally. SUSE is listed in the Prime Standard of the Frankfurt Stock Exchange
Objective of the role
Customer Support exists to provide access to a team of trusted experts, with the skills and knowledge to minimise downtime within our customers environments.
With strong communication and coordination skills our Escalation Managers are responsible for identifying the resources required, and coordinating a team of cross-functional SME’s, to drive swift and accurate resolution of customer issues.
You will provide internal stakeholders and customers with a single point of contact during the lifecycle of an escalated support request.
Following resolution, you will capture learnings and share with functional leaders to ensure the continuous improvement of SUSE customer experience.
As a key member of SUSE’s Customer Support team, you will triage escalations to identify the technical resources required to resolve a customer issue and secure SME resources from the necessary teams.
You will prioritise and coordinate the response to escalations, ensuring visibility, progress and the ultimate closure of escalations.
As the single point of contact for customers, internal stakeholders, and senior leaders, you will set and manage realistic expectations throughout with clear and transparent communication.
Leading escalation post-mortems, you will champion a culture of continuous improvement, providing insight to functional leaders across our organisation.
As the regional representative for escalations, you will ensure that local colleagues are trained and familiar with escalation management procedures.