• 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 final technical escalation point for Support, unblocking TSEs, CSMs, and onboarding teams with expert-level troubleshooting. • Triage and validate bugs, perform deep-dive investigations, reproduce issues, and determine ownership before routing to Engineering with complete context. • Partner directly with Engineering to master Zip’s architecture, including workflow nodes, task engines, integrations, and API layers. • Identify, build, and maintain scalable escalation pathways from Customer → Product → Engineering. • Strengthen internal triage processes by closing knowledge gaps, improving documentation, and optimizing tooling and workflows. • Develop clear standards for debugging, ticket handoffs, reproduction steps, and prioritization signals to improve Engineering alignment and SLA predictability. • Collaborate with Product as the voice of the customer, influencing roadmap decisions through patterns surfaced in escalations. • Work directly with customers when highly technical or urgent issues require senior-level expertise. • Support Sales, CSM, Onboarding, and TAM functions as a subject-matter expert across procurement workflows, integrations, and system configurations. • Use internal tools, logs, and observability platforms (e.g., DataDog) to analyze customer configurations, trace failures, and understand system behavior. • Validate integration flows using REST/GraphQL payloads, webhooks, APIs, and third-party systems. • Drive improvements by identifying systemic issues from recurring case patterns.