In this role, you will collaborate with multiple departments and stakeholders across a diverse range of technologies and technical areas ranging from network architecture to storage solutions, disaster recovery to virtualization, and more. This role empowers you to work on cutting-edge technologies and contributes to our commitment to innovation and customer support excellence.
If you are someone who wants to join a rapidly growing team and impact change, while constantly expanding your technical knowledge, aptitude, and exposure, this is a fantastic opportunity for you!
Responsibilities- Act as a technical leader within the Operations Support team
- Receive and work escalations from Support Team members and provide timely and effective resolutions within SLAs
- Support Premier level customers following designated procedures and priorities
- Solve complex customer issues involvingNetwork Routing and Switching,Network Security and Firewall, Virtualization, Storage, andBackup and Disaster Recovery
- Collaborate with Platform Engineers for advanced troubleshooting, issue resolution, and root cause analysis
- Engage with Operations Leaders to improve operational processes, driving efficiency and productivity
- Lead by example by updating internal documentation of procedures, solutions to common problems, and customer-facing support materials
- Partner with our internal Educational Services team in recommending additions or modifications to existing technician training programs
- Participate in knowledge-sharing activities
- Partner with Platform Owners, Product Directors, and Key Stakeholders to improve products, operational processes, and complete projects
- Provide after-hours support as part of an operations on-call rotation to maintain high availability of services
- Able to use AI (ChatGPT and Copilot) to improve efficiency and quality of work
- Maintain continued education and certifications
- Work in ServiceNow to support internal and external customers
Requirements- Exceptional written and verbal communication skills
- Ability to manage multiple assignments and operate with minimal supervision, adjusting priorities accordingly
- Able to maintain a professional demeanor under stress
- Demonstrated willingness to learn and adapt to changes in technology, tools, and processes
- Possess an analytical and problem-solving mindset
- 5 Years of cross platform support experience with at least 3 years of that experience in a Cloud Provider or Managed Service Provider (MSP) environment
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience
- Strong experience with Cisco routers and switches
- Basic understanding of Linux/Unix and Windows operating systems
- Familiarity with cloud orchestration and automation tools (Ansible, Terraform, etc.) is good to have
- Proficiency in configuring and maintaining Backup Software (Veeam and Commvault) and Disaster Recovery solutions (Zerto and VCDA)
- Extensive experience in managing Private Cloud virtualization environments, particularly VMware
- Intermediate knowledge of storage solutions, with a preference for experience (Pure, IBM, and NetApp)
- Advanced knowledge of configuration and maintenance of firewalls (FortiGate and Palo Alto)
- Possess an intermediate understanding of networking principles
- Proficiency in interpreting network diagrams and layouts
- Cisco certifications preferred but not required; CCNP, CCIP, CCIE
