Technical Leadership
- Own and lead resolution of high-severity, business-critical, and technically complex storage support cases.
- Act as a technical escalation point for the team.
- Lead structured root-cause analysis (RCA) across storage, host, network, and virtualization layers; produce clear documentation and executive-ready summaries.
- Drive deep-dive troubleshooting through live calls, remote sessions, and async investigation across multiple technology stacks.
- Identify recurring failure patterns, platform behaviour anomalies, and systemic issues; flag to engineering with structured evidence.
Customer & Escalation Management
- Manage customer escalations with clear action plans, stakeholder alignment, and consistent communication cadence.
- Lead customer-facing technical discussions during critical incidents - maintaining confidence, transparency, and urgency.
- Produce executive-level communication for internal and external stakeholders during P1/P2 situations.
- Troubleshoot issues during high-risk operational activities - platform migrations, upgrades, and configuration changes where stakes are elevated.
Team Development & Knowledge
- Mentor TSEs on troubleshooting methodology, case quality, technical depth, and customer communication - through active coaching, not just review.
- Contribute to knowledge base articles, internal playbooks, and onboarding support material for new engineers.
- Participate in onboarding and training of new team members when required.
- Partner with engineering and product teams on complex bugs, platform gaps, and support readiness initiatives.