Provides first-level technical support for Tintri storage solutions in a 24x7x365 environment. Owns customer cases from intake through resolution or escalation, troubleshoots hardware, software, operating system, networking, virtualization, and storage issues, analyzes logs and diagnostics, documents case activity, communicates with customers, and collaborates with senior engineers and engineering teams. The role also contributes to knowledge-base content and requires shift, weekend, and holiday coverage.

Perform system bring-up, platform validation, firmware updates, BIOS/BMC/OS configuration, and hardware troubleshooting across storage, compute, and networking infrastructure. Monitor device health, validate drive swaps and rebuilds, investigate performance and stability issues, support Linux diagnostics, and collaborate on complex cross-layer debugging. Document and standardize operational procedures while ensuring system reliability and consistency.