Technical Support Engineer II (Eastwood) | Onsite

Work Setup: 100% Onsite

Location: Eastwood

Schedule: Flexible / Shifting schedule

Responsibilities

• Monitor and triage incoming support cases via a shared queue.
• Prioritize and resolve quick-win issues to meet response and resolution SLAs.
• Identify and escape Severity 1 cases following established protocols.
• Maintain and update backlog cases with clear, structured documentation.
• Participate in weekend/on-call support as per the rotation schedule.
• Troubleshoot issues related to Linux systems, basic networking, virtualization, and cloud environments.
• Reproduce customer issues in lab environments and provide detailed findings to R&D when needed.

Non-negotiable Requirements

• Prior Enterprise Customer experience (supporting global clients or customers, not internal users)
• Prior direct experience working for vendors and supp...