The Senior Technical Support Engineer has the ability to solve less structured, but more defined and complicated technical tasks. Working as an escalation engineer, this engineer will be engaged in the highest level of troubleshooting and problem management that will impact some of our largest and most complex customers.
Main Responsibilities
Proactively troubleshoot, detect, document, and resolve issues for private cloud deployments based on OpenStack, Kubernetes, and other cloud technologies.
Reproduce customer issues in a lab, confirm bug reports, provide detailed information to the development team.
Work closely with development teams: discuss customer issues, suggest improvements, fix product bugs, etc.
Provide engineering support for product issue escalations. Take ownership of escalated critical customer issues and participate in troubleshooting sessions as needed.