Description :

Position Overview :

As a Senior Support Engineer specializing for Storage and Network monitoring in an AI enabled Data center as well as Cloud, you will play a critical role in interacting with Customer on routine basis to support the product.

Your expertise in debugging and solving complex problems is essential to address the complex product issues when pitched in real world.

With a methodical approach on problem solving and being Customers advocate in the organization is crucial for success of the position.

Work Location : Pune

Job Type : Hybrid

Key Responsibilities :

- Active Customer engagements : Actively participate in Customer discussions, proactively, first for the implementation and later for making them successful in deriving the value from the product.

- Debug issues and propose solutions : Understand the domain, product, key customer use-cases, and success-criteria, work towards these by overcoming the current issues and based on the knowledge even propose solutions.

- Agile Development : Collaborate within an agile development environment to deliver on aggressive schedules, maintaining a high standard of quality in communications, documentation and tracking various issues.

- Feature Ownership : Take ownership of features, customers ask from inception to delivery, working with Product Management, Engineering stakeholders ensuring product meets the customers requirements and align with the overall product vision.

- Problem Solving and Optimization : Tackle complex technical challenges related to data processing, storage, and real-time monitoring, and optimize backend systems for high throughput and low latency.

- Implement Best Practices & focus on automation : In cross geo, multi-product support org, propose and implement Support centric best practices on collaboration, documentation, tracking and measuring success, and automate the repetitive tasks to ensure efficiency.

- Collaboration and Communication : Work closely with cross-functional teams, including UI/UX designers, product managers, and QA engineers, to ensure smooth integration and alignment with product goals.

- Documentation : Create and maintain technical documentation, including system architecture, design decisions, and API documentation, to facilitate knowledge sharing and onboarding.

Qualifications :

- Bachelor's or Master's degree in Computer Science, Software Engineering, or a related field.

- 5+ years of practical experience in networking and storage domains, with a focus on supporting enterprise customers.

- Strong domain knowledge in Storage and Networking, with exposure to monitoring technologies and practices.

- Proven experience in troubleshooting and debugging enterprise products deployed in AWS, Cloud, and Kubernetes environments.

- Strong communication and interpersonal skills, with the ability to interact effectively with customers and internal teams across geographies and time zones.

- Excellent problem-solving abilities, with a keen attention to detail and a systematic approach to issue resolution

- Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.

- Customer-centric mindset, with a passion for delivering exceptional technical support and ensuring customer satisfaction