- Own complex customer issues from intake and triage through resolution and follow-up.
- Lead high-impact customer escalations, driving coordination and restoration.
- Troubleshoot enterprise networking issues including TCP/IP, DNS, DHCP, routing, and switching.
- Analyze logs, packet captures, and API responses to determine root causes.
- Troubleshoot Linux-based appliances and enterprise infrastructure.
- Reproduce customer issues and provide clear evidence to Engineering teams.
- Communicate technical findings and impact to both technical and non-technical stakeholders.
- Create and maintain technical documentation, knowledge base articles, and runbooks.
- Mentor other engineers and improve support processes to reduce repeat incidents.
OAuthRESTful APIsLinux+2 more