Support Engineering Intern

SUSE RGS • Reston, VA

7d • Remote

About The Position

RGS is seeking a driven and curious Summer Support Engineering Intern to join the team responsible for supporting our flagship cloud native products — Rancher, RKE2, and Harvester. This is a hands-on, technical internship at the intersection of enterprise support engineering, DevSecOps, and cutting-edge AI innovation.

As a Support Engineering Intern at RGS, you will carry a dual mission of contributing to real-world support cases and build a proof of concept initiative to bring AI capabilities into our support workflow, a project with measurable impact on support team efficiency and time to
resolution.

Requirements

• Currently pursuing a B.S. or M.S. in Computer Science, Computer Engineering, or a closely related field
• Academic focus, concentration, or significant coursework in Artificial Intelligence, Machine Learning, or NLP
• Demonstrated understanding of cloud native concepts: containers, Kubernetes, microservices architectures, and basic virtualization
• Strong troubleshooting instincts — you enjoy debugging ambiguous problems and reasoning from first principles
• Scripting or programming experience (Python, Go, Bash)
• Comfortable working in Linux environments and using CLI tools daily
• Strong written and verbal communication skills

Responsibilities

• Shadow and collaborate on real support cases involving Rancher, RKE2, Harvester, and upstream Kubernetes
• Reproduce and troubleshoot customer issues in lab environments using containerized and virtualized infrastructure
• Contribute to internal knowledge base articles and runbooks
• Participate in daily standups, triage meetings, and retrospectives with the support team
• Design and build a proof-of-concept AI system using LLM APIs and retrieval-augmented generation (RAG) to surface relevant knowledge from internal support documentation, runbooks, and historical case data.
• Extend the PoC toward agentic AI experiments — evaluating autonomous, multi-step workflows for support ticket triage, case routing, and escalation recommendations
• Measure impact via defined metrics and present PoC findings and a go-forward recommendation to engineering leadership at end of internship

What This Job Offers

• Career Level: Intern