Sr. Associate Account Management

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. You'll be expected to own cases end to end, communicate clearly under pressure, and bring structured thinking to every troubleshooting scenario.

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.

3–6 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.

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 don't pass problems without context.

You work well with distributed, cross-functional teams across time zones.

Bachelor’s degree in engineering, Computer Science, Information Technology, or a related discipline preferred.

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