• Troubleshoot private cloud deployments based on OpenStack, Kubernetes, Mirantis Container Runtime (MCR), and related cloud technologies, detecting, reporting, and resolving complex issues across the stack. • Provide high-tier support for critical product issues escalated by peers or management, including leading high-severity incident calls and coordinating resolution efforts across multiple teams. • Act as a shift-level technical leader, maintaining awareness of platform health, responding to alerts, and proactively managing emerging issues within customer environments. • Perform cluster upgrades and lifecycle operations as new releases become available, ensuring minimal disruption and clear communication throughout the process. • Communicate urgently, clearly, and in detail with customers during incidents, providing accurate status updates and guiding them through troubleshooting and resolution. • Own escalations end-to-end by routing issues to the appropriate teams, including OpenStack, Ceph and storage, networking, hardware, and infrastructure, while maintaining accountability and follow-through. • Lead incident management efforts by structuring outage calls, distinguishing root cause from contributing factors, documenting findings, and driving corrective actions to completion. • Reproduce customer issues in internal lab environments, validate defects, and provide detailed diagnostics and reproduction steps to development teams. • Work closely with engineering teams to review customer issues, suggest improvements, identify potential product defects, and track fixes through delivery.

• Monitor and respond to alerts and events from various tools, jobs, applications, and platforms • Work with internal and external service providers to resolve issues and maintain operations

• Lead and provide hands-on support for IT help desk and desktop operations, ensuring timely resolution of incidents and requests. • Serve as the primary escalation point for complex technical issues across Windows, MacOS, iOS, Microsoft 365, and core business applications. • Supervise and mentor support staff; set expectations for response, resolution, and customer satisfaction. • Manage ticketing workflows, ensuring SLAs and response times are consistently achieved. • Partner with IT leadership to refine policies, procedures, and security best practices. • Support onboarding/offboarding processes, including account provisioning, hardware configuration, and application access. • Maintain accurate asset inventory and ensure systems remain compliant with IT standards. • Coordinate with external vendors and Managed Service Providers as needed to resolve issues and support business continuity. • Provide clear, proactive communication to end users and stakeholders regarding IT issues and resolutions.

• Serve as the primary on-site representative of Solenis to one of the largest refinery customers in Washington State • Build and maintain strong customer relationships to understand operational needs and long-term objectives • Lead strategic account planning, performance reviews, and value‑delivery presentations • Oversee and optimize Solenis water treatment programs across: Boiler systems, Cooling towers, Wastewater treatment • Conduct routine system audits, data reviews, and performance monitoring to ensure program effectiveness • Troubleshoot system challenges and identify continuous‑improvement opportunities • Provide regular on-site presence, technical recommendations, and operational support • Collaborate with Solenis application specialists and technical resources to resolve complex issues • Document treatment performance, deviations, and corrective actions • Identify value‑added opportunities to expand Solenis product and service offerings • Manage contract renewals, pricing discussions, and proposal development • Track account performance against revenue and profitability targets