Sr. Associate Account Management

Technical Support Engineer

Enterprise Storage Platforms

Location:  Bangalore          Work Model:  Work from Office          Shift:  24x7 Rotational

About the Role

We are looking for a Technical Support Engineer to join our enterprise storage support team in a high-touch mission-critical environment. This role is a great fit for someone with solid hands-on experience in enterprise storage and infrastructure troubleshooting who genuinely enjoys solving complex customer problems.

You will work on real-world issues across storage platforms and associated infrastructure supporting customers through phone email chat and remote sessions. Youll be expected to own cases end to end communicate clearly under pressure and bring structured thinking to every troubleshooting scenario.

What Youll Do

• Provide technical support to enterprise customers on complex storage and infrastructure issues across a global 24x7 model.
• Own cases end to end from initial triage through troubleshooting communication documentation and resolution.
• Diagnose problems spanning storage protocols host connectivity controller behaviour performance symptoms platform interoperability and more.
• Troubleshoot any HW and SW issues that comes up during ongoing platform use.
• Manage customer communication with professionalism and urgency especially during business-impacting situations.
• Work closely with cross-functional teams including escalation teams engineering and customer stakeholders to drive timely outcomes.
• Maintain high-quality case notes action plans and technical documentation throughout the support lifecycle.
• Adhere to SLA targets escalation protocols and quality standards consistently.

Required Experience

• 36 years of relevant experience in technical support infrastructure support and enterprise storage support.
• Solid track record in customer-facing troubleshooting roles within enterprise IT environments.
• Demonstrated hands-on understanding of enterprise storage concepts and troubleshooting methodology.

Technical Skills

• Storage: Strong working knowledge of SAN and NAS environments (protocols - FC iSCSI NFS and CIFS/SMB) including RAID high availability controller architecture disk behaviour and failover concepts.
• OS: Good working knowledge of Linux and Windows administration fundamentals.
• Virtualization: Familiarity with VMware or similar virtualization platforms and their integration with storage.
• Networking: Good grounding in TCP/IP DNS routing switching and connectivity troubleshooting.
• Diagnostics: Ability to analyze logs alerts symptoms and customer-reported behaviour to isolate the root cause or likely fault domain.

Preferred Skills

• Experience supporting enterprise storage platforms such as NetApp ONTAP FAS / AFF controllers StorageGRID E-Series or equivalent (Dell EMC HPE Pure IBM Hitachi).
• Prior experience in managed service or enterprise support environments handling platform or infrastructure incidents.
• Familiarity with critical case management and ITSM tools (ServiceNow Salesforce or equivalent).

How You Work

• You communicate clearly written and verbal and can hold your own during high-pressure customer conversations.
• You set expectations well and follow through even when resolution timelines are uncertain.
• You stay composed during escalations and apply structured thinking rather than guesswork.
• You take ownership seriously and dont pass problems without context.
• You work well with distributed cross-functional teams across time zones.

Qualifications :

Education

Bachelors degree in engineering Computer Science Information Technology or a related discipline preferred.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time