Your Role

• Troubleshoot and resolve complex technical issues for customers, ensuring high satisfaction levels.
• Collaborate with developers to identify and improve product serviceability by addressing defects.
• Analyze customer data to enhance product reliability and mitigate risks.
• Foster partnerships with technology allies for issue resolution and ecosystem improvements.
• Mentor and guide junior team members, promoting a collaborative and growth-oriented team environment.
• Contribute to and expand knowledge bases, facilitating continuous improvement efforts.
• Champion customer needs by gathering feedback and advocating for product enhancements.
• Provide rotational support coverage during weekdays and off-hours as necessary.

What You Will Bring

• 4-6 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, and Cloud technologies.
• Proficient in both written and verbal communication for effective collaboration across teams.
• Experience resolving complex technical issues directly with customers.
• Degree in Engineering or Computer Science preferred.
• Customer-driven mindset with a focus on delivering high-quality support experiences.
• Familiarity with technologies from partners like VMware, Citrix, and Microsoft.
• Ability to develop tools and contribute to improving internal and external knowledge bases.