Technical Support Engineer

Case Resolution and Daily Operations Leads the cross-team collaboration for the resolution of highly complex, cross-technology customer scenarios. Engages engineering teams by providing technical analysis and findings to drive efficient incident resolution. Models all case-handling standards with a continuous focus on speed and quality, and acts as a mentor to other Technical Support Engineers. Ensures that all customer interactions reflect a commitment to excellence in service and high levels of customer satisfaction. Acts as an advisor to customers and informs them of the status and solution to their issues, demonstrating Communicating Effectively, Accountability, Resourceful, Empathy, and Situational awareness (CARES) behaviors. Mentors others on AI-assisted troubleshooting, case quality, direction of the case, and learning opportunities. Provides feedback and collaborates on feature enhancements and automation techniques to improve product serviceability. Implements strategic business decisions with customers, partners, and teams to increase market share. Ensures documentation meets compliance. Develops and delivers advanced readiness materials to enhance knowledge capabilities within the team. Utilizes AI and other insights to elevate team capability and support ongoing learning. Implements readiness programs through mentoring, content creation, and learning sessions, contributing significantly to the content and readiness strategy. Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 3+ years technical support, technical consulting experience, or information technology experience OR equivalent experience. Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport. 5+ years of technical support, technical consulting experience, or information technology experience Storage performance and reliability tracing and troubleshooting (Storport, iSCSI, MPIO, etc.). Configuring and troubleshooting backups using VSS and Windows Server Backup. Management of Hyper-V and virtual machine (VM) deployment, management, and troubleshooting. Creation, management and troubleshooting of Windows Failover Clustering (WFC). Utilizing Windows Server management tools (MMC, Server Manager, RSAT, Windows Admin Center, Azure Arc, etc.). Managing and troubleshooting Windows features and functionality with PowerShell and other command line and remote utilities. Reviewing various types of data including event logs, performance monitor captures, network traces and cluster logs. Identifying network configuration and connectivity issues using methods including network tracing and analysis for various technologies and protocols (TCP/IP, SMB, UDP, RDMA, etc.). Isolating performance issues using Performance Monitor (Perfmon) counters, Windows Performance Recorder (WPR) and other tools and techniques.