- Deliver expert-level technical support for Slide's BCDR product suite.
- Lead troubleshooting for complex issues involving data backup, recovery, virtualization, storage, and networking.
- Perform advanced data restores, virtualization of backups, and cloud failovers.
- Serve as an escalation point for Tier 1 and Tier 2 support engineers.
- Collaborate with engineering and product teams to communicate partner feedback and drive continuous improvement.
- Author and maintain advanced internal and partner-facing documentation, runbooks, and knowledge base articles.
- Participate in root cause analysis and lead incident response for critical support cases.
- Mentor and coach junior team members and assist with onboarding new hires.
- Identify recurring issues and contribute to supportability improvements and automation initiatives.
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