THE ROLEJoin our elite
Technical Services team as a Service Solutions Engineer, where you will be the
last line of defense before issues reach our Development teams. You will tackle the most
complex and challenging customer problems involving our cutting-edge cloud and storage technologies. Your mission is to minimize escalations to Engineering by applying deep technical expertise,
mentoring support staff, and developing innovative, high-impact solutions for our global customer base.
WHAT YOU'LL DO- Lead the resolution of high-priority, complex service requests and escalations from our worldwide customer base, aiming to resolve issues quickly and prevent further escalation to Development.
- Mentor and coach Technical Support Engineers, providing expert guidance on troubleshooting methodologies, diagnostics, and next steps to elevate the team's overall technical skill.
- Drive issue isolation by collaborating directly with customers, partners, and our Engineering teams, leveraging your expertise to analyze logs, reproduce complex scenarios, and define comprehensive strategies for code-level resolution.
- Become a subject matter expert in modern infrastructure, specifically focusing on containers (e.g., Docker, Kubernetes, OpenShift) and hybrid/multi-cloud deployments (AWS, Azure), ensuring seamless support for our Everpure Cloud Block Store product.
- Contribute significantly to knowledge sharing by creating high-quality, actionable documentation (FAQs, KB articles) for both internal and external use, effectively reducing future support volume.
WHAT YOU BRING- Must have 6 years of experience in a similar role
- Proven mastery in technical escalation management and problem-solving, with a track record of successfully resolving highly complex, critical customer issues in a production environment.
- Experience with installing and supporting large-scale enterprise software and systems
- Experience working with public cloud environments like AWS, Azure and GCE desired
- Experience deploying and supporting Kubernetes and/or other cloud container and application management systems such as OpenShift is a plus
- Understanding of storage concepts, storage technologies, and or experience troubleshooting storage deployment would be a plus..(iSCSI, NVMEoTCP, EBS, Azure Blob Storage, S3
- Ability to triage issues and escalate them to appropriate engineering groups as necessary
- Strong shell scripting skills desired
- Experience with installing and supporting large-scale enterprise software and systems.
#LI-ONSITE
Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.
This role may be eligible for incentive pay and/or equity.
There is no application deadline and we accept applications on an ongoing basis until the job is filled.
The annual base salary range is:
$122,000-$183,000 USD
