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Were looking for a Technical Support Escalation Specialist to join our team and work at the intersection of Customer Experience, Product, and Engineering, technology, and business. This role is about impact, not just ownership, not just execution, but building solutions that actually get used.
This might be for you if:
You speak fluent API, know how to de-escalate sensitive situations with a smile, and love diving deep into logs to find the root cause of a bug- this is the role for you.
You care about providing a "white-glove" service experience, jumping on Zoom calls to troubleshoot in real-time and ensuring our largest customers get the solutions they need.
What Youll Actually Do:
Own the escalation path: Serve as the primary point of contact for Tier 1 support, taking over complex technical cases that require deep investigation.
Provide White-Glove Support: Conduct troubleshooting sessions via Zoom with Enterprise clients to resolve high-priority issues, integration setups, and technical blockers.
Technical Troubleshooting: Deep dive into API logs, HTTP requests, and automation workflows (Integrations/Zapier) to identify root causes of errors.
Training & Mentorship: A natural teacher who can align teams on new product updates, new playbooks and complex troubleshooting. Willingness to travel to our India office to conduct on-site training and ensure global team alignment is required.
Ability to move quickly from problem to execution: You can identify a trend in support tickets and work with R&D to fix it before it becomes a massive issue.
Strong collaboration and communication skills: You can speak "Developer" and "Customer" fluently, bridging the gap between R&D and the front line.

Our Product Management team is responsible for product planning and execution throughout the product lifecycle, including defining product vision, gathering and prioritizing product requirements, as well as working closely with customers, sales, R&D, solutions team, business development, and marketing to ensure successful product releases, high customer satisfaction and growth. The Platforms teams goal is expanding our product coverage for network security technologies such as Firewalls, SSE, SD-WAN, and cloud platforms.
You will join this team to impact the full product life cycle and shape the future of our integration capabilities with innovative solutions.
Key Responsibilities
Engage with customers to effectively gather needs, use cases, and requirements.
Analyze business opportunities through customer, market, and competitive research to ensure market leadership and high business impact.
Collaborate with sales, services, and customer success teams to align product priorities with common needs in the field.
Work closely with R&D teams to define, and plan new product capabilities.
Support marketing in creating sales enablement tools, product collateral, messaging briefs, and training, for impactful product launches and GTM success.
Develop subject matter expertise in your domain and represent it effectively through compelling presentations to customers and internal stakeholders.

We are looking for a talented IT Expert to join our Storage & Virtualization team. In this role, you will serve as a subject matter expert responsible for building, maintaining, and managing virtual infrastructure and enterprise storage platforms. You will play a key role in ensuring high availability, performance, and reliability across a technically diverse and demanding environment.
Responsibilities:
Design, deploy, and operate virtualization solutions that provide high availability, scalability, and performance across a complex on-premises infrastructure.
Design, deploy, operate, and maintain enterprise storage systems, including NetApp ONTAP, VAST Data, and IBM storage platforms.
Integrate and optimize storage solutions within virtualized environments.
Identify and evaluate new technologies relevant to storage and virtualization.
Automate IT processes to improve reliability, efficiency, and scalability of infrastructure.
Collaborate with other IT domains to ensure seamless operation of core services.