THE ROLE
As a Technical Support Engineer for Portworx by Everpure, you will empower enterprise customers to successfully run containerized workloads at scale across public, private, and hybrid cloud environments. You will act as a trusted cloud-native technical advisor throughout the entire lifecycle-from initial proof-of-concept installations to critical production deployments. In this role, you will collaborate directly with cross-functional engineering, product, and customer success teams to diagnose complex distributed software challenges, accelerate incident resolution, and drive seamless cloud data management for global organizations.
WHAT YOU'LL DO
- Optimize Cloud-Native Deployments: Analyze, troubleshoot, and support large-scale enterprise deployments of Portworx by Everpure across Kubernetes, OpenShift, VMware container solutions, and public cloud platforms to maximize customer platform availability and workload reliability.
- Drive Full-Stack Incident Resolution: Investigate, reproduce, and resolve complex multi-layer application, storage, and cloud infrastructure issues across all severity levels, leveraging system logs and customer workflows to minimize downtime.
- Partner with Core Engineering: Collaborate closely with product engineering teams to isolate edge cases, develop reproduction strategies, and implement robust fixes that enhance overall product quality and resilience.
- Champion Pre-Sales & Production Success: Provide hands-on technical support during pre-sales engagements, customer POC installations, and live production expansions to ensure seamless onboarding and long-term customer adoption.
- Expand Collective Knowledge: Author detailed internal and customer-facing Knowledge Base (KB) articles, technical guides, and FAQs based on real-world troubleshooting scenarios to enable self-service and elevate team-wide expertise.
WHAT YOU BRING
- Experience: Minimum 2-4 years of experience in customer-facing, technical support work/SRE
- Container & Cloud Orchestration Expertise: Proficiency in troubleshooting container management platforms (Kubernetes, OpenShift, Tanzu, or VMware container solutions) alongside major public cloud environments (AWS, Azure, or IBM Cloud).
- DevOps & Infrastructure Automation Mastery: Hands-on experience operating infrastructure-as-code and automation tools such as Ansible, Terraform, Chef, or Puppet to deploy and manage software stacks.
- Analytical Problem-Solving & Technical Support Background: Proven ability to triage, isolate, and resolve technical issues in complex, distributed cloud software architectures, with a track record of escalating critical issues effectively to engineering partners.
- Customer-Centric Communication & Ownership: Strong collaboration skills with the ability to articulate complex technical concepts clearly to diverse internal and external stakeholders across multiple support channels.
We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.
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