Description

You will manage complex customer escalations and provide high-level technical support in a multi-platform environment. You own the resolution lifecycle from inception to closure, ensuring clear customer-facing communications. You lead large, multi-participant calls for high-priority issues and mentor junior engineers through structured training.

Responsibilities

• Resolve support cases across all severity levels and own all customer-facing communications.
• Track and manage customer issues through the ticket system until resolution.
• Document technical knowledge by creating internal and customer-facing FAQ and KB articles.
• Lead large multi-participant customer calls, including high-priority escalations.
• Mentor and coach junior support engineers through structured training.

Required Skills

• 5+ years of experience in customer-facing technical support roles.
• Expertise in operating systems: Solaris, Linux, Windows, and VMware.
• Proven troubleshooting skills in complex multi-platform and multi-vendor environments.
• Experience supporting both hardware and software products.
• Ability to triage issues and escalate to appropriate engineering groups.
• Knowledge of networking, replication, performance, and space issues.
• Subject matter expertise in NFS, S3, SMB, LDAP, or IPv6.
• Proficiency with LAN, WAN, and Storage Area Networks (SAN).

Key Skills

Education

Any Graduate