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Job Description
A senior technical support role focused on troubleshooting and resolving complex customer issues related to data storage and container orchestration platforms, primarily supporting SaaS products like Portworx, Kubernetes, and cloud environments, while collaborating with development teams to ensure high-quality service and continuous improvement.
Key Responsibilities
- Troubleshoot and resolve complex customer issues related to Portworx and container storage solutions.
- Engage with development teams to identify root causes and communicate technical findings.
- Provide technical guidance and support to Technical Service Engineers (TSEs) during escalated cases.
- Review and analyze code to assist in resolving service requests and issues.
- Collaborate with customers and cross-functional teams to troubleshoot and resolve escalated cases.
- Proactively identify and resolve systemic issues in the field.
- Mentor and coach TSEs and team members to improve support quality.
- Manage multiple support cases concurrently and maintain high-quality communication.
- Participate in a weekly on-call rotation to provide support outside regular hours.
Requirements
- Minimum of 8 years of experience in customer-facing technical support work.
- Bachelor’s degree in Computer Science; Master’s degree preferred.
- Proficiency in supporting SaaS environments with a background in compute infrastructure, storage infrastructure, and container ecosystems, both on-premises and in the cloud.
- Technical expertise with one or more cloud providers such as AWS, GCP, or Azure.
- Experience with Portworx, Kubernetes, Docker, Tanzu, VMware container solutions, and supporting vSphere, Containers, and Public Cloud platforms.
- CKA (Certified Kubernetes Administrator) certification is required.
- Experience with one or more DevOps tools like Ansible, Chef, Puppet, or Terraform.
- Minimum of 2 years of experience supporting production applications either on-premises or in a cloud environment.
- Strong written, verbal, and collaboration skills.
- Strong understanding of GoLang.
- Experience in a senior-level customer-facing role, providing various levels of technical guidance.
- Ability to communicate effectively and work closely with Product Development teams for customer escalations.
- Ability to resolve customer problems and escalations using appropriate resources.
- Willingness to work from the Bangalore office in compliance with company policies, unless on PTO, work travel, or other approved leave.
Benefits & Perks
Competitive compensation/salary range
Work from office in Bangalore
Flexible time off
Wellness resources
Company-sponsored team events
Support for growth and development
Inclusive and diverse work environment
Ready to Apply?
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