- Senior
- Escritório em Hyderabad
About Worksoft:
Worksoft empowers business and IT to deliver flawless applications faster and more efficiently with the ability to Capture, Automate & Run end-to-end business processes in pre-production and production environments.
Our solutions ensure business process quality and resilience by automating tests for SAP, Oracle, and other enterprise applications. Recognized by global enterprise customers and top system integrators as the "gold standard" for SAP automated testing.
Worksoft's automation is embedded into their ERP practices to support Agile, DevOps, and SAFe methodologies and accelerate digital transformations.
About the Role:
We are seeking an experienced Senior Technical Support Engineer to join our team supporting enterprise clients with complex cloud, storage, and virtualization environments. This role focuses on advanced technical escalation management, troubleshooting, and ensuring customer success through expert resolution of infrastructure-related challenges.
You will work closely with customers, internal teams, and vendors to deliver high-quality support and operational excellence in a fast-paced, dynamic environment.
Key Responsibilities:
· Serve as a senior escalation point for complex technical issues related to storage systems, virtualization (VMware), cloud infrastructure (AWS, Azure), and backup/disaster recovery solutions.
· Collaborate with customer account teams and vendors to resolve high-severity incidents and minimize business impact.
· Lead root cause analysis and coordinate with engineering to facilitate timely defect resolution and product improvements.
· Conduct audits and compliance checks (e.g., SOC2) within customer datacenters to maintain operational standards.
· Support data migrations, system upgrades, and onboarding of new customers with focus on performance and availability.
· Maintain detailed documentation of escalations and resolutions to support knowledge sharing and continuous improvement.
· Provide proactive monitoring and participate in incident prevention activities using tools like ServiceNow, Zenoss, and Crowdstrike.
· Communicate effectively with technical and non-technical stakeholders, ensuring customer satisfaction and trust.
Required Skills & Experience:
· Bachelor’s degree in Information Technology, Computer Science, or related field.
· 7+ years experience in enterprise technical support, escalation engineering, or cloud infrastructure roles.
· Deep expertise in storage technologies (NetApp FAS, RAID, deduplication), virtualization (VMware vSphere), and cloud platforms (AWS, Azure).
· Strong experience with backup, replication, disaster recovery, and high availability environments.
· Skilled in troubleshooting Linux/Windows server environments and networking concepts.
· Experience with monitoring and endpoint security tools such as ServiceNow, Zenoss, Crowdstrike.
· Excellent customer communication and vendor management skills.
· Ability to work onsite at customer datacenter in Sunnyvale, CA, with occasional travel.
Preferred Certifications:
· NetApp Certified Data Management Administrator (NCDA) or equivalent
· VMware Certified Professional (VCP)
· AWS Certified Solutions Architect or similar
· ITIL Foundation or equivalent
What We Offer:
· Opportunity to work on cutting-edge cloud and storage technologies with top enterprise clients.
· Collaborative and supportive team environment with focus on professional growth.
· Competitive compensation and benefits package.
Experience: minimum 7+ years
Mode of Work: Onsite
Location: Hyderabad
What Sets us Apart?
- Opportunity to make a difference in a rapidly growing company while working directly with enterprise customers
- You will be challenged and encouraged to broaden your skills in a strategic customer-facing role
- Great health benefits, PTO, and holiday policies
- Professional development opportunities and exposure to cutting-edge enterprise technologies
- Direct impact on customer success and platform optimization
WORKSOFT VALUES
Team No egos here ... just great people, fun, flexibility and trust.
Respect We welcome, we include, and we respect everyone.
Urgency Have the courage to take risks. Uncover Opportunities and seize the moment.
Success Take ownership, drive innovation and deliver results.
Truth Honesty, integrity and ethical behavior are our truths.
