L3 Support Engineer

Job Summary

Acting as the highest level of technical escalation for VMstore products, the full-time L3 Support Engineer will diagnose, resolve, and prevent complex customer issues while collaborating with engineering teams and advocating for customer needs.

Key Responsibilities

• Serve as the primary escalation point from Support to Engineering for unresolved customer issues, performing deep technical analysis to identify root causes
• Maintain expertise in VMstore products and enterprise data center technologies, diagnosing complex issues across storage, compute, networking, and virtualization layers
• Support and troubleshoot high-availability enterprise data center technologies while advocating for customer needs and ensuring professionalism in all interactions

Required Qualifications

• Extensive experience supporting Linux-based enterprise products in customer-facing roles
• Background in Linux-based product development, testing, or systems engineering, with familiarity in Linux scripting and source code analysis
• Strong troubleshooting skills across distributed systems, virtualization, storage, and networking
• Ability to perform source-level debugging and conduct workflow-level failure analysis to identify complex issues
• Proven ability to manage complex Level 3 escalations and collaborate effectively with Engineering and Support teams