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.
Required Experience
3–6 years of relevant experience in technical support, infrastructure support, and enterprise storage support.
Solid track record in customer-facing troubleshooting roles within enterprise IT environments.
Demonstrated hands-on understanding of enterprise storage concepts and troubleshooting methodology.
Technical Skills
Storage:
Strong working knowledge of SAN and NAS environments (protocols - FC, iSCSI, NFS, and CIFS/SMB), including RAID, high availability, controller architecture, disk behaviour, and failover concepts.
OS:
Good working knowledge of Linux and Windows administration fundamentals.
Virtualization:
Familiarity with VMware or similar virtualization platforms and their integration with storage.
Networking:
Good grounding in TCP/IP, DNS, routing, switching, and connectivity troubleshooting.
Diagnostics:
Ability to analyze logs, alerts, symptoms, and customer-reported behaviour to isolate the root cause or likely fault domain.
Preferred Skills
Experience supporting enterprise storage platforms such as NetApp ONTAP, FAS / AFF controllers, StorageGRID, E-Series, or equivalent (Dell EMC, HPE, Pure, IBM, Hitachi).
Prior experience in managed service or enterprise support environments handling platform or infrastructure incidents.
Familiarity with critical case management, and ITSM tools (ServiceNow, Salesforce, or equivalent).
How You Work
You communicate clearly, written and verbal and can hold your own during high-pressure customer conversations.
You set expectations well and follow through, even when resolution timelines are uncertain.
You stay composed during escalations and apply structured thinking rather than guesswork.
You take ownership seriously and don't pass problems without context.
You work well with distributed, cross-functional teams across time zones.
