Customer Support Engineer
We are seeking a motivated and detail-oriented Customer Support Engineer to join our team. The candidate will be responsible for supporting enterprise-level products on complete data management for customer, troubleshooting customer issues, monitoring system health, and collaborating with cross-functional teams to ensure high availability of Customers Business and performance of services. This permanent, full-time role is available for hire through our employer of record, Deel. Required Skills/Abilities 4+ years of experience in technical customer support Strong troubleshooting and analytical skills. A solid understanding ofStorage(NAS/SAN), AD, Unix, network troubleshooting experience Familiar with basic network structure (Physical interfaces, VLANS, static routes, TCP/IP Layers) Familiar with network troubleshooting tools (traceroute, netstat, tcpdump), Capture analysis, etc Knowledge of Linux and/or Windows server administration. Understanding file-sharing protocols such as SMB/CIFS and NFS. Familiarity with networking concepts, DNS, Kerberos, Active Directory, and permissions/ACLs. Experience working with enterprise storage or cloud(AWS/Azure/GCP/Wasabi, etc)environments is preferred. Good communication and customer handling skills. Ability to work independently and collaboratively in a team environment. Knowledge of scripting/automation using Bash, PowerShell, or Python and Certifications is an added advantage. Willing to work 24 x 7 shifts environment. Required Education & Experience Bachelor's or master's degree (B.E., B.Tech.,M.Tech., or equivalent) in Computer Science, Information Technology, or related field. Minimum4+ years of relevant experience in enterprise technical support or infrastructure support roles. Manage Incident, Service Request and Problems reported by the Customer. Handling P1/P2 Tickets and managing critical situations that involve technically complex problems. Assist customers with deployment, installation, configuration, upgrades, and break-fix support for Panzura products. Investigate, troubleshoot, and resolve customer-reported issues within defined SLAs.Analyze logs, system behavior, and performance metrics to identify root causes and implement solutions. Coordinate with Engineering, Product, and Customer Success teams for issue escalations and permanent fixes. Create and maintain technical documentation, troubleshooting guides, and operational procedures. Participate in on-call rotations and provide support during critical incidents or maintenance windows. Ensure adherence to security, compliance, and operational best practices. Continuously improve support processes, automation, and monitoring capabilities. Establish strong relationships with Product Management, DevOps, Support, Customer Success and Sales teams