Maintain complete and accurate case histories, including symptoms, troubleshooting performed, current status, customer impact, and next actions.
Escalate complex or out-of-scope issues to senior Technical Support Engineers, escalation engineers, or engineering teams with sufficient technical background for efficient handoff.
Create and improve knowledge-base articles and reusable troubleshooting content.
Monitor assigned service calls, meet follow-up commitments, and provide regular status updates until resolution or formal handoff.
Support a 24x7x365 operation, including shift work, weekends, and holidays as required.
REQUIRED QUALIFICATIONS
Two to three years of enterprise-level technical support experience or an equivalent technical degree and practical experience.
Basic familiarity with Linux commands and system troubleshooting.
Working understanding of SAN and NAS storage, Unix and Windows operating systems, CPU and memory architecture, disks, and RAID systems.
Ability to troubleshoot across applications, operating systems, network switching, and storage components.
Working knowledge of TCP/IP networking and troubleshooting.
Familiarity with virtualization platforms such as VMware, Hyper-V, or Platform9.
Exposure to technologies such as VMware, Microsoft products, NFS, ZFS, Citrix, Cisco, UCS, or Kubernetes is preferred.
Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field, or equivalent work experience.
Strong written and verbal English communication skills.
Ability to work effectively in a global, highly collaborative, customer-facing support environment.
Comfortable operating in a highly collaborative team environment, working closely with peer engineers, senior Technical Support Engineers, escalation teams, and engineering.
CORE COMPETENCIES
Customer focus: Consistently prioritizes customer satisfaction and clear communication.
Problem solving: Uses a systematic, practical, and resourceful approach to isolate causes and determine solutions.
Self-direction: Seeks relevant information, takes initiative, and progresses work independently within established procedures.
Accountability: Delivers quality results, manages priorities, and follows issues through to resolution or a complete escalation.
Continuous improvement: Contributes new ideas, improves processes, and strengthens the support knowledge base.
WORKING ENVIRONMENT
Target In-seat Shift: Monday through Friday, 8:00 AM to 5:00 PM Pacific Time.
This position operates within a 24x7x365 global support organization. The engineer must be able to work assigned shifts and provide coverage during weekends and holidays when required. Success depends on accurate technical investigation, dependable case ownership, effective written communication, and close collaboration across support and engineering teams.
