Your Role

• Directly troubleshoot and resolve complex technical issues for customers, ensuring high satisfaction levels.
• Collaborate with developers to identify and address product defects and enhance serviceability.
• Analyze existing customer data to mitigate risks and improve overall product reliability.
• Foster partnerships with technology allies to collaboratively resolve issues and drive ecosystem improvements.
• Contribute to and expand internal and external knowledge bases, promoting continuous improvement.
• Champion customer needs by gathering feedback and driving product enhancements with development teams.
• Provide support coverage during weekdays and off-hours on a rotational basis as necessary.
• Mentor and guide junior team members, fostering a collaborative and growth-oriented team culture.

What You Will Bring

• 7-9 years of experience in Systems Reliability Engineering or similar roles.
• Strong expertise in troubleshooting Virtualization (preferably VMware ESXi), Networking (layer 2/3), Linux Systems, DevOps, Cloud, or Enterprise Storage.
• Proficient in both written and verbal communication, with the ability to collaborate effectively across geographically dispersed teams.
• Experience working directly with customers to resolve complex technical issues.
• Degree in Engineering or Computer Science preferred.
• Customer-driven mindset with a passion for delivering high-quality support experiences.
• Familiarity with technologies from partners like VMware, Citrix, and Microsoft.
• Ability to develop tools and contribute to the improvement of internal and external knowledge bases.