Technical Support Associate (Overnight)

Job title: Technical Support Associate (Overnight)
Work Location: Ultra Lag
Experience: 2+ years in technical support 
Education Qualification: High school Diploma

Roles and Responsibilities:

• Perform environment upgrades, including managing change controls, scheduling, and compliance within customer environments.
• Maintain install base requirements for customers and their storage arrays, applying best practices and routine maintenance.
• Manage support tickets (proactive tickets), representing about 30% of workload.
• Ensure RMA requests are processed promptly and accurately.
• Triage support cases based on severity levels to prioritize responses.
• Own and track customer issues using the ticket tracking system.
• Maintain professional, clear, and consistent communication with customers regarding upgrades, maintenance, and case progress.
• Apply documented troubleshooting steps to resolve routine issues efficiently.
• Notify a Support Manager immediately of any critical customer issues.
• Engage customers through live phone calls and connect them with appropriate resources when necessary.

Required Skills

• Proven ability to resolve customer problems and manage escalations using internal and external resources.
• Strong critical thinking and technical troubleshooting skills.
• Basic knowledge of storage technologies such as SAN, Fibre Channel, Ethernet, iSCSI, and familiarity with operating systems like Solaris, Linux, Windows, VMware.
• Willingness to learn advanced SAN, Fibre Channel, Ethernet, and iSCSI technologies.
• Excellent written and verbal communication skills.
• Advanced English (B2+- C1)
• Working hours – Overnight Mon-Fri 1 am-8 am. Weekend flexibility required

Desired Skills:

• Minimum 2 years of customer-facing technical support experience.

Associate’s Degree or equivalent 2 years of direct experience