Technical Support Engineer - Product Solutions

We are looking for skilled, resilient professionals who thrive under pressure, bring a customer-first mindset, and are eager to make an impact when the stakes are high. As a PSG member, you will take ownership of complex and escalated issues, lead resolution efforts across cross-functional teams, and ensure a seamless experience for our customers. You are not just resolving issues, you are advocating for the customer and ensuring confidence in our platform during their most crucial operations.

HOW YOU LL SPEND YOUR TIME HERE

• Experience working in a storage, networking and virtualization environment.

• Act as the technical point of contact for critical and escalated customer cases, leading them through to resolution.

• Good understanding of Linux debugging utilities, on systemtap, tcpdump ftrace, strace, wireshark, gdb, and crash.

• Solid Linux administration skills with experience in NFS/SMB protocols and strong ability to analyze diagnostics and communicate issues clearly to customers.

• Solid experience with storage-related concepts, including virtualization and data protection (e.g. VMware, CommVault, Symantec, EMC, NetApp).

• Collaborate with Engineering, Product, and Support teams to troubleshoot complex issues and deliver timely solutions.

• Maintain a customer-obsessed approach in every interaction, ensuring clear communication and transparency at every step.

• Proactively identify patterns and systemic issues, recommending product improvements or preventive solutions.

• Prepare and deliver post-incident reviews, and incident summaries tailored to both customer and executive audiences.

• Single point of contact from support on cases associated with Cap/Ncap account and drive to resolution.

• Build strong, long-lasting relationships with customers based on trust, ownership, and empathy.

• Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.

WE D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING

• Must consistently demonstrate and embody the RADIO values in all actions and interactions.

• Strong advocate for continuous improvement, both in customer experience and internal processes.

• A seasoned problem solver who performs under pressure and high-impact situations.

• An effective communicator who can translate complex technical concepts into clear, actionable insights for both engineers and stakeholders, while actively sharing knowledge to foster team growth.