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AI Summary
The role involves supporting enterprise data management products by troubleshooting customer issues and monitoring system health. The engineer will manage P1/P2 tickets, coordinate with cross-functional teams for permanent fixes, and maintain technical documentation.
We are seeking a motivated and detail-oriented Customer Support Engineer to join our team. The candidate will be responsible for supporting enterprise-level products on complete data management for customer, troubleshooting customer issues, monitoring system health, and collaborating with cross-functional teams to ensure high availability of Customers Business and performance of services.
This permanent, full-time role is available for hire through our employer of record, Deel. Required Skills/Abilities
Required Education & Experience
This permanent, full-time role is available for hire through our employer of record, Deel. Required Skills/Abilities
- 4+ years of experience in technical customer support
- Strong troubleshooting and analytical skills.
- A solid understanding ofStorage(NAS/SAN), AD, Unix, network troubleshooting experience
- Familiar with basic network structure (Physical interfaces, VLANS, static routes, TCP/IP Layers)
- Familiar with network troubleshooting tools (traceroute, netstat, tcpdump), Capture analysis, etc
- Knowledge of Linux and/or Windows server administration.
- Understanding file-sharing protocols such as SMB/CIFS and NFS.
- Familiarity with networking concepts, DNS, Kerberos, Active Directory, and permissions/ACLs.
- Experience working with enterprise storage or cloud(AWS/Azure/GCP/Wasabi, etc)environments is preferred.
- Good communication and customer handling skills.
- Ability to work independently and collaboratively in a team environment.
- Knowledge of scripting/automation using Bash, PowerShell, or Python and Certifications is an added advantage.
- Willing to work 24 x 7 shifts environment.
Required Education & Experience
- Bachelor's or master's degree (B.E., B.Tech.,M.Tech., or equivalent) in Computer Science, Information Technology, or related field.
- Minimum4+ years of relevant experience in enterprise technical support or infrastructure support roles.
- Manage Incident, Service Request and Problems reported by the Customer.
- Handling P1/P2 Tickets and managing critical situations that involve technically complex problems.
- Assist customers with deployment, installation, configuration, upgrades, and break-fix support for Panzura products.
- Investigate, troubleshoot, and resolve customer-reported issues within defined SLAs.Analyze logs, system behavior, and performance metrics to identify root causes and implement solutions.
- Coordinate with Engineering, Product, and Customer Success teams for issue escalations and permanent fixes.
- Create and maintain technical documentation, troubleshooting guides, and operational procedures.
- Participate in on-call rotations and provide support during critical incidents or maintenance windows.
- Ensure adherence to security, compliance, and operational best practices.
- Continuously improve support processes, automation, and monitoring capabilities.
- Establish strong relationships with Product Management, DevOps, Support, Customer Success and Sales teams
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