Position Overview
Job Description
- Provide technical support to enterprise customers on complex storage and infrastructure issues across a global 24x7 model.
- Own cases end to end, from initial triage through troubleshooting, communication, documentation, and resolution.
- Diagnose problems spanning storage protocols, host connectivity, controller behaviour, performance symptoms, platform interoperability, and more.
- Troubleshoot any HW and SW issues that comes up during ongoing platform use.
- Manage customer communication with professionalism and urgency, especially during business-impacting situations.
- Work closely with cross-functional teams including escalation teams, engineering, and customer stakeholders to drive timely outcomes.
- Maintain high-quality case notes, action plans, and technical documentation throughout the support lifecycle.
- Adhere to SLA targets, escalation protocols, and quality standards consistently.
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