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Job ID : 1285792 Date Updated : December 2nd, 2022
Tokyo Technical Support Linux Kubernetes

Kubernetes Technical Support Engineer

Hiring Company SUSE Software Solutions Japan KK
Location Tokyo - 23 Wards, Chiyoda-ku
Job Type Permanent Full-time
Salary 9 million yen ~ 14 million yen

Work Style

Remote Work and WFH

Job Description

Job Category: Services

Job Description:
The award-winning SUSE Rancher Support team has attracted top talent from across the globe and continues to grow as a distributed team steeped in open-source culture.  We are on a mission to support our customers innovate everywhere, with the power of Kubernetes and we help enterprises deliver Kubernetes-as-a-Service across any infrastructure.

The SUSE Rancher Support team is looking for smart and curious engineers to join us on this mission, where we are striving every day to raise the bar and redefine the category of open-source support. If you are someone who thrives on the challenge of investigating and solving problems across a variety of open-source technologies in the Kubernetes/CNCF universe, you will enjoy the role of SUSE Rancher Support Engineer.  It is a role in an expanding universe, where a new adventure awaits almost every day.

In these adventures, the SUSE Rancher Support Engineer is expected to:

  • Provide responsive technical support to customers via industry-standard ticketing systems
  • Demonstrate an acute awareness for business impact and SLA commitments in customer interactions
  • Engage with customers over voice-enabled screen-share sessions.  Using tools such as Teams, Zoom, Slack is second nature to this role
  • Troubleshoot problems in SUSE Rancher and Kubernetes environments toward root-cause and resolutions
  • Provide direction/assistance to your colleagues when triaging complex tickets
  • Perform deep-dives into product code as necessary to help triage and investigate issues
  • Advocate or escalate on behalf of the customer to facilitate solutions and desired outcomes
  • Serve as an expert on best practices for administration, upgrades, and updates to SUSE Rancher deployments
  • Write content for SUSE Rancher Support KB that is valuable to colleagues and customers
  • Create and/or validate architectural design implementation/documentation
  • Report precise product defects to the Engineering team.  Reproduce customer issues as needed
  • Assist product development with testing and verification of customer issues
  • Maintain technical and product knowledge to aid investigation of issues
  • Analyze trends from tickets toward options for enhancing the overall supportability of SUSE Rancher solutions
  • Exemplify the spirit of open-source.  Work independently and as a team, from wherever you are
  • Embody a work culture that constantly strives to optimize for distributed work
  • Embrace accountability on assigned support tickets
  • Be available on a rotational basis for on-call escalations, including some weekends

About Us: 
SUSE the world’s largest independent open source company, helps customers, partners and communities be the difference in their spheres of influence. Through open collaboration and agile, enterprise- grade open source solutions, customers, partners and communities are empowered to simplify tasks, modernize environments and accelerate business innovation – ultimately reaping the benefits of measurable value and better futures. Our customer obsessed operating model means exceptional service, value, flexibility and customer choice, with no enforced lock in.  

SUSE’s open, open source approach helps our customers and partners move their businesses forward, transforming IT, delivering increased agility and faster innovation.  

General Requirements

Minimum Experience Level Over 3 years
Career Level Mid Career
Minimum English Level Business Level
Minimum Japanese Level Native
Minimum Education Level Bachelor's Degree
Visa Status Permission to work in Japan required

Required Skills

To be successful in this role you should possess:

  • Demonstrable experience with Kubernetes and a container runtime such as containerd, Docker
  • Degree-level education in Computer Science or similar experience
  • 3+ years hands-on troubleshooting experience as a Senior Support Engineer or equivalent position
  • Strong skills and experience in working in a Linux environment
  • Strong troubleshooting and debugging ability of issues.  Particularly, in enterprise networking use cases
  • Demonstrable scripting experience
  • A willingness to fail first and fast, learning from your mistakes
  • Good verbal and interpersonal skills.  All our engineers hop on screen-share calls every day to converse with customers and help them
  • Effective written communication skills both for customer communication and creating and maintaining Technical Documentation
  • Strong structured and analytical problem-solving skills
  • A professional can-do attitude to work under pressure on time-sensitive issues in a multi-tasking environment
  • Ability to work as part of a globally distributed team serving a globally distributed customer base
  • Experience interfacing with Engineering and Product Management teams
  • Eligibility for gainful employment to work in the country where the position is offered

The following skills and experience are desirable:

  • Experience with Windows Containerization
  • Working knowledge of Terraform and Ansible
  • Working knowledge of Git
  • Experience with EKS, AKS, GKE
  • Familiarity with Rancher, OpenShift, Tanzu, Docker

More about our Benefits:

  • Work from home or one of our offices
  • Work with highly skilled and collaborative team
  • To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, paid volunteer day for your favorite cause, meeting our team members in another countries, and a lots more.
  • The SUSE Rancher Support Engineer role is an opportunity like no other to develop a trail-blazing and specific "skills stack" that comprises Support, Consulting, Inbound Product Management, SRE, and DevOps skills. Especially, for those who might be crushing it already in a subset of these skills and are looking to expand their horizons.

SUSE is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status 

Job Location

  • Tokyo - 23 Wards, Chiyoda-ku

Work Conditions

Job Type Permanent Full-time
Salary 9 million yen ~ 14 million yen

Job Category

  • IT & Telecommunications > Helpdesk & Desktop Support
  • IT & Telecommunications > System Architecture
  • IT & Telecommunications > Network / Systems Administration
  • IT & Telecommunications > Other IT & Telecommunications
Hiring Company Information

SUSE Software Solutions Japan KK

Kubernetes Technical Support Engineer Job Information | Work in Japan · Jobs with International Companies · Jobs that Use English · CareerCross

Company Details

Company Type Large Company (more than 300 employees) - International Company

Company Description

あらゆる場所でイノベーションを実現
私たちの目標は、あらゆる場所でイノベーションを実現できる自由をお客様に提供することです。SUSEは多くの人の力によって支えられています。従業員、パートナー様、お客様、コミュニティのスキル、創造性、ビジョンはSUSEのすべてのビジネスの原動力です。

SUSEとRancherで企業の未来を宣言する
業界をリードするLinuxオペレーティング・システムは、広く採用されているエンタープライズKubernetes管理プラットフォームに対応しています。SUSEとRancherは1つの企業になりました。

データセンター、クラウド、エッジなど、あらゆる場所でのイノベーションの実現をお手伝いします。

今日のビジネス課題に対応すると同時に未来の戦略を自由に進化させることができます。