Sr. Associate Account Management

• Provide technical support to enterprise customers on complex storage and infrastructure issues across a global 24x7 model.
• Own cases end to end, from initial triage through troubleshooting, communication, documentation, and resolution.
• Diagnose problems spanning storage protocols, host connectivity, controller behaviour, performance symptoms, platform interoperability, and more.
• Troubleshoot any HW and SW issues that comes up during ongoing platform use.
• Manage customer communication with professionalism and urgency, especially during business-impacting situations.
• Work closely with cross-functional teams including escalation teams, engineering, and customer stakeholders to drive timely outcomes.
• Maintain high-quality case notes, action plans, and technical documentation throughout the support lifecycle.
• Adhere to SLA targets, escalation protocols, and quality standards consistently.

Required Experience

• 3–6 years of relevant experience in technical support, infrastructure support, and enterprise storage support.
• Solid track record in customer-facing troubleshooting roles within enterprise IT environments.
• Demonstrated hands-on understanding of enterprise storage concepts and troubleshooting methodology.

 

Technical Skills

• Storage: Strong working knowledge of SAN and NAS environments (protocols - FC, iSCSI, NFS, and CIFS/SMB), including RAID, high availability, controller architecture, disk behaviour, and failover concepts.
• OS: Good working knowledge of Linux and Windows administration fundamentals.
• Virtualization: Familiarity with VMware or similar virtualization platforms and their integration with storage.
• Networking: Good grounding in TCP/IP, DNS, routing, switching, and connectivity troubleshooting.
• Diagnostics: Ability to analyze logs, alerts, symptoms, and customer-reported behaviour to isolate the root cause or likely fault domain.

 

• Preferred Skills

• Experience supporting enterprise storage platforms such as NetApp ONTAP, FAS / AFF controllers, StorageGRID, E-Series, or equivalent (Dell EMC, HPE, Pure, IBM, Hitachi).
• Prior experience in managed service or enterprise support environments handling platform or infrastructure incidents.
• Familiarity with critical case management, and ITSM tools (ServiceNow, Salesforce, or equivalent).

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  How You Work

• You communicate clearly, written and verbal and can hold your own during high-pressure customer conversations.
• You set expectations well and follow through, even when resolution timelines are uncertain.
• You stay composed during escalations and apply structured thinking rather than guesswork.
• You take ownership seriously and don't pass problems without context.
• You work well with distributed, cross-functional teams across time zones.