Description

You manage complex customer escalations and resolve support cases in a multi-platform environment, owning the lifecycle from inception to closure.

This role is on-site.

Responsibilities

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

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).

Preferred Skills

• Experience mentoring junior engineers through structured training programs.

Key Skills

Education

Any Graduate