• Lead the diagnosis and resolution of advanced technical issues across Linux, networking, security, Kubernetes, and cloud environments. • Serve as a technical escalation point, providing guidance and support for complex troubleshooting scenarios. • Investigate and resolve storage-related issues, leveraging deep expertise in data storage architectures and performance optimization. • Apply ML knowledge to support and optimize model deployment, performance tuning, and integration challenges within ML pipelines. • Design and develop Python and Bash automation scripts to streamline workflows and improve operational efficiency. • Deliver timely updates and detailed explanations to customers, ensuring clear communication of issue status, root cause analysis, and resolutions. • Proactively escalate unresolved problems while collaborating with cross-functional teams to minimize service disruptions and improve processes. • Maintain and continuously enhance technical documentation, reflecting best practices. • Provide technical leadership and mentorship to mid-level support colleagues. • Collaborate with engineering and product teams to identify patterns, propose enhancements, and contribute to the evolution of systems and services.

• Installazione, Supporto & Troubleshooting • Eseguire installazioni on-site, manutenzione, qualifiche e riparazioni di strumentazione di laboratorio • Diagnosticare e risolvere problemi hardware e software, garantendo un supporto tempestivo ed efficace • Fornire formazione pratica agli utenti • Mantenere una comunicazione chiara e costante con i clienti • Supportare il lancio di nuovi strumenti e servizi • Collaborare con il team commerciale per individuare opportunità di upgrade • Rappresentare gli standard di qualità e l’eccellenza del servizio PerkinElmer in ogni interazione con il cliente

• Shape and advance the global and regional support strategy • Provide technical support and troubleshooting for customers worldwide • Organize and deliver training sessions for internal teams and partners • Advise new and existing customers on Belden products (Wired/Wireless/Security/IO & Protocols) • Collaborate closely with R&D, Product Management, and Sales to improve products • Optimize support processes and Help Desk systems for efficiency and scalability • Lead and develop your team: task allocation, motivation, and recruiting

• Lead Level 2 troubleshooting for platform and event operations — resolving incidents, verifying system health, and restoring service rapidly. • Own technical escalations from L1, validating and categorizing issues for engineering teams (L3). • Maintain and improve monitoring, alerting, and diagnostic tools. • Perform root cause analysis and produce post-incident reports. • Collaborate with Platform & Observability and Engineering teams to implement preventive measures. • Maintain and evolve TechOps runbooks, escalation maps, and support automation scripts. • Train and mentor Level 1 support engineers. • Participate in service reviews and contribute to SLA design and continuous improvement. • Provide on-call and event coverage as part of a rotating roster.