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Tech Stack
Tools & technologiesCloudDistributed SystemsLinuxVMware
About the role
Key responsibilities & impact- Act as the primary escalation point from Support to Engineering when customer issues cannot be resolved at lower support levels.
- Perform deep technical analysis to identify root causes and provide timely, effective solutions whenever possible without engaging development teams.
- Collaborate closely with Engineering when product defects or architectural changes are required, ensuring clear and actionable problem statements.
- Maintain strong hands-on familiarity with VMstore products, architecture, and deployment models, and understand their role within customer data centers.
- Diagnose complex issues involving storage, compute, networking, and virtualization layers.
- Support and troubleshoot enterprise data center technologies with strict requirements for high availability, reliability, performance, and scalability.
- Demonstrate strong familiarity with virtualization platforms, especially VMware, Platform9, and Hyper‑V.
- Understand strengths, weaknesses, and trade-offs of different cloud technologies and hybrid deployment models.
- Act as a strong advocate for customer needs within the organization, ensuring customer-impacting issues receive appropriate visibility and prioritization.
- Maintain a high level of professionalism and clear communication in all customer interactions, particularly under high-stress escalation scenarios.
- Provide clear guidance, workarounds, and best practices to customers and internal teams.
- Apply strong Linux system familiarity to troubleshoot and resolve complex product and customer environment issues.
- Leverage experience with Linux-based product development and implementation methodologies, including debugging, instrumentation, and log analysis.
- Demonstrate sensitivity to the balance between open-source and proprietary software in enterprise product environments.
- Understand and support the availability, reliability, scalability, performance, and security requirements of a large, diverse customer base.
- Participate in on-call rotations as agreed with the manager to support critical customer escalations and production incidents.
Requirements
What you’ll need- Extensive experience supporting Linux-based enterprise products in customer-facing roles.
- Background in Linux-based product development, testing, or systems engineering.
- Familiarity with Linux scripting and ability to look through source code in multiple languages to trace the logic and cross reference with potential error messages during troubleshooting.
- Strong troubleshooting skills across distributed systems, virtualization, storage, and networking.
- Ability to perform source-level debugging to identify code regressions; triage defects to development teams or author direct code fixes submitted via formal code review into Git/Mercurial for hotfix and GA releases.
- Ability to conduct workflow-level failure analysis by reconstructing customer use cases, timing sequences, and concurrency patterns to identify race conditions, metadata corruption, and edge-case behavior; recreate customer issues in a lab environment.
- Ability to work independently while collaborating effectively with Engineering and Support teams; manage complex Level 3 escalations involving distributed filesystem integrity, kernel core dump analysis, and multi-source log correlation across large-scale enterprise storage environments.
- Excellent written and verbal communication skills, with the ability to explain complex technical issues clearly to executive level stakeholders.
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Paid time off
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
LinuxLinux scriptingsource-level debuggingtroubleshootingdistributed systemsvirtualizationstoragenetworkingVMwarePlatform9
Soft Skills
communicationcollaborationproblem-solvingcustomer advocacyprofessionalismindependencestress managementguidanceworkflow analysistechnical explanation