Technical Services Associate (Docker, Kubernetes)

• The Technical Services Associate (TSA) supports customers with their system deployments by providing entry-to-mid-level technical assistance, resolving common issues, and managing license provisioning and activation.
• The role requires troubleshooting technical problems across cloud and containerized environments while ensuring an excellent customer experience through timely communication, accurate resolution, and collaboration with senior technical teams.

• Manage and resolve low to mid-level technical issues in Portworx deployments across public and private clouds.
• Triage support cases by severity, track and manage issues end-to-end using ticketing systems.
• Apply documented troubleshooting steps to resolve routine issues; escalate complex problems as needed.
• Collaborate with senior engineers to analyze logs, reproduce issues, and drive timely resolutions.
• Communicate directly with customers via calls, email, and collaboration tools such as Zoom.
• Process license orders, deliver activation keys, and address related operational queries.
• Support trial extensions, Proof of Concept (POC) licenses, reconfigurations, and all license-related requests.
• Generate license usage reports for customers and internal stakeholders.
• Document case scenarios, contribute to knowledge base/FAQ articles, and promote customer self-service.

• Minimum 2 years of customer-facing technical support experience.
• Technical familiarity with container technologies (Docker, Kubernetes).
• Strong understanding of Linux operating systems.
• Foundational knowledge of SAN, Fibre Channel, Ethernet, and iSCSI.
• Strong troubleshooting, critical thinking, and problem-solving skills.
• Excellent verbal and written communication skills.
• Self-motivated, adaptable, and able to work independently or as part of a team.
• Strong data verification, validation, and attention to detail.
• Flexibility to work shifts and participate in on-call rotations.
• Advanced English (C1)

• Certifications in Kubernetes, Cloud (AWS, Azure, IBM, GCP), or OpenShift.
• Experience documenting solutions and creating knowledge base articles.

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