Provide L2/L3 technical support for premium enterprise accounts, lead high-severity incident response, troubleshoot Kubernetes/OpenStack/virtualization/storage/network issues, drive root cause analysis, mentor support engineers, execute account remediation plans, and coordinate cross-team resolutions and upgrades.

Serve as trusted technical advisor for a portfolio of Premium Support customers, driving adoption, running trainings/workshops, resolving escalations, mapping success plans, coordinating cross-functional teams, and delivering post-incident RCA and customer outcomes.