About Us
Always open. Our code, our culture, our opportunities. Leading open innovation without limits. We are SUSE.
SUSE is a global leader in innovative, reliable and secure enterprise open source solutions, including SUSE Linux Enterprise (SLE), Rancher and NeuVector. More than 60% of the Fortune 500 rely on SUSE to power their mission-critical workloads, enabling them to innovate everywhere – from the data center to the cloud, to the edge and beyond. SUSE puts the “open” back in open source, collaborating with partners and communities to give customers the agility to tackle innovation challenges today and the freedom to evolve their strategy and solutions tomorrow.
We are open in our roots and open in our approach, striving to be the most trusted open innovator in the World. Openness extends beyond our technology. Our vibrant community thrives on diversity and connectivity without borders.
Customer Support Team Lead
Job Description
Team Lead, Customer Support
We are seeking an experienced and passionate Team Lead, Customer Support to join our APACteam. This is a crucial leadership role that works closely with our Support Manager to help the team meet its goals and objectives. If you have a strong background in IT, especially with Linux, and thrive in a collaborative environment, we want to hear from you. This position requires a commitment to a 7:00 AM Singapore time start.
What You'll DoAs a Team Lead, you will be a key driver of team success, focusing on both leadership and operational excellence. Your responsibilities will include:
Leadership & People Management:
Act as a point of contact for other organizations like Sales, Premium, and Consulting.
Provide ongoing, proactive feedback on individual performance to help team members grow.
Support the Escalation Manager with technical resources and serve as the escalation contact for high-severity issues.
Contribute to team meeting agendas and encourage strong attendance.
Provide guidance and support to ensure the personal well-being of the team.
Back up your peer Team Leads and the Support Manager during their absence.
Administrative & Operational Tasks:
Ensure we maintain adequate support coverage to meet all response time goals.
Manage day-to-day administrative tasks such as vacation planning, on-call duty scheduling, and phone queue coverage.
Oversee queue management, including prioritizing work, assigning cases based on technical expertise, and validating entitlements.
Improve customer service by keeping track of complex cases and focusing resources on large, key accounts.
Identify opportunities for continuous improvement within our processes, including CRM functionality (Salesforce).
Schedule relevant training sessions and raise hardware/access requirements (e.g., Public Cloud).
Engage with technical leaders and coordinate with the respective manager to ensure smooth operations.
Skills & Qualifications
We are looking for a candidate who is already located in one of the following cities: Singapore, Kuala Lumpur, or Sydney, and possesses a unique blend of technical knowledge and leadership experience.
Experience: You must have at least 3-5 years of experience in a Customer Support role and a minimum of 3-5 years of experience in a leadership role.
Technical Background: A strong IT background is essential, with a preference for Linux and open-source technologies. You should have technical insight into our products and the ability to understand the implications of technical complexity, especially in high-visibility cases.
Business Acumen: Possess and demonstrate strong business acumen and knowledge of internal processes. Familiarity with our subscription offerings and support levels is a plus.
Communication: Exemplary leadership and communication skills are required.
Availability: Must be able to start work at 7:00 AM Singapore time.
Job
ServicesWhat We Offer
We empower you to be bold, driving your career to create the future you want. We celebrate and reward your achievements.
SUSE is a dynamic environment that is evolving rapidly, thus requiring agility, strong entrepreneurship and an open mind.
This is a compelling opportunity for the right person to join us as we continue to scale and prosper.
If you’re a big thinker, obsessed by execution and thrive in a dynamic environment in which you can tangibly create a lasting legacy, then please apply now!
We give you the freedom to be yourself. You will work in a global community of unique individuals – like you – with different backgrounds, talents, skills and perspectives. A truly open community where everyone is welcome, has a voice and is encouraged to reach their full potential regardless of age, gender, race, nationality, disability, sexual orientation, religion, or any other characteristics.
Sounds like the right fit for you? Click Apply to submit your resume. A recruiter will contact you if your skills match our current or any future positions. In the meantime, stay updated on the latest SUSE news and job vacancies by joining our Talent Community.
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