Senior Technical Support Engineer (Enterprise Storage Platforms)
- Tanisha Systems
- 5 - 9 years
- Bengaluru
- 18 days ago
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Job Description
About the Role
We're looking for a Senior Technical Support Engineer who brings deep enterprise storage expertise and the ability to lead from the front in a complex, global support environment.
You'll handle the cases others escalate to you and also highly complex cases at first level. You'll lead RCAs, drive cross-functional resolution on high-severity incidents, and actively raise the technical bar of the team around you. If you thrive in technically challenging, high-ownership environments and have a genuine interest in mentoring others, this role is designed for you.
What You'll Do
Technical Leadership
- Own and lead resolution of high-severity, business-critical, and technically complex storage support cases.
- Act as a technical escalation point for the team.
- Lead structured root-cause analysis (RCA) across storage, host, network, and virtualization layers; produce clear documentation and executive-ready summaries.
- Drive deep-dive troubleshooting through live calls, remote sessions, and async investigation across multiple technology stacks.
- Identify recurring failure patterns, platform behaviour anomalies, and systemic issues; flag to engineering with structured evidence.
Customer & Escalation Management
- Manage customer escalations with clear action plans, stakeholder alignment, and consistent communication cadence.
- Lead customer-facing technical discussions during critical incidents - maintaining confidence, transparency, and urgency.
- Produce executive-level communication for internal and external stakeholders during P1/P2 situations.
- Troubleshoot issues during high-risk operational activities - platform migrations, upgrades, and configuration changes where stakes are elevated.
Team Development & Knowledge
- Mentor TSEs on troubleshooting methodology, case quality, technical depth, and customer communication - through active coaching, not just review.
- Contribute to knowledge base articles, internal playbooks, and onboarding support material for new engineers.
- Participate in onboarding and training of new team members when required.
- Partner with engineering and product teams on complex bugs, platform gaps, and support readiness initiatives.
Required Experience
- 7+ years of relevant experience in technical support, enterprise infrastructure support, and enterprise storage support.
- Demonstrated experience handling escalations, critical incidents, and technically complex multi-layer support scenarios.
- Experience mentoring engineers or serving as a senior technical point of contact within a support team.
- Track record of producing RCA documentation, action plans, and executive communications during high-severity incidents.
Technical Skills
- Storage: Strong hands-on expertise in enterprise storage troubleshooting across SAN, NAS (Protocols - FC, iSCSI, NFS, and CIFS/SMB), and hybrid architectures including RAID, controller behaviour, failover mechanisms, disk diagnostics, and performance analysis.
- OS: Strong working knowledge of Linux and Windows administration in enterprise environments.
- Virtualization: Strong understanding of VMware and similar platforms, including storage integration, datastores, and VM-level impact analysis.
- Networking: Strong ability to isolate storage vs host vs network fault domains in complex multi-layer architectures.
- Diagnostics: Ability to lead cross-stack RCA and drive resolution with structured technical evidence not just symptom-based workarounds.
Strongly Preferred Skills
- Direct hands-on experience supporting NetApp storage platforms particularly ONTAP, FAS / AFF, StorageGRID, or E-Series.
- Experience in enterprise or managed service support environments with defined SLAs and escalation frameworks.
- Familiarity with storage performance diagnostics, platform health monitoring, and enterprise incident management.
- Experience working with ITSM platforms (ServiceNow, Salesforce) and remote diagnostic toolsets.
- Exposure to cloud-integrated storage or storage-as-a-service operational models is a plus.
How You Work
- You can walk into a critical customer call cold, assess the situation fast, and take control technically and communicatively.
- You coach TSEs by example, not just by instruction - you show the thinking process, not just the answer.
- You hold yourself to high documentation standards and expect the same from your team.
- You escalate with precision - structured reproduction steps, data, and hypotheses, not just symptoms.
- You're trusted by customers and peers alike because you follow through, every time.
Education
Bachelors degree in engineering, Computer Science, Information Technology, or a related discipline preferred.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: Tanisha SystemsLocation(s): Bengaluru
Keyskills: SAN NAS More on Software Side NetApp storage Enterprise Storage Platforms enterprise infrastructure support ITSM platforms
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Tanisha Systems, founded in 2002 in Massachusetts-USA, is a leading provider of Custom Application Development and end-to-end IT Services to clients globally. We use a client-centric engagement model that combines local on-site and off-site resources with the cost, global expertise and quality adv...
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