Tucson, United States Role overview
About this role
We are seeking a highly motivated Technical Support Professional to join our Infrastructure Support team. In this role, you will provide technical assistance and problem resolution for enterprise infrastructure solutions, working directly with customers, support teams, development organizations, and business stakeholders. You will diagnose complex technical issues, drive resolution of customer-reported problems, and contribute to improving product quality and customer satisfaction. The ideal candidate is passionate about technology, possesses strong troubleshooting skills, and thrives in a fast-paced environment supporting enterprise-class infrastructure solutions. This position requires excellent communication skills, a customer-focused mindset, and the ability to collaborate across multiple technical disciplines. • Provide technical support for infrastructure products and solutions through various support channels. • Analyze, troubleshoot, and resolve complex customer-reported issues. • Reproduce customer problems in test environments and identify root causes. • Manage support cases from initial diagnosis through resolution and closure. • Communicate technical findings and recommendations clearly to customers and stakeholders. Technical Problem Determination • Perform log analysis, system diagnostics, and performance investigations. • Identify software defects, configuration issues, and environmental problems. • Escalate product defects and collaborate with development teams to drive resolutions. • Document troubleshooting processes, findings, and resolutions. • Strong understanding of enterprise IT infrastructure concepts. • Experience supporting Linux and/or Windows operating systems. • Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, routing, and firewalls. • Understanding of storage technologies, backup and recovery concepts, and system administration. Troubleshooting & Diagnostics • Experience analyzing logs, traces, and diagnostic data. • Strong problem-solving and root cause analysis skills. • Ability to isolate and resolve complex technical issues across multiple technology layers. • Experience with monitoring and diagnostic tools. Cloud & Virtualization • Familiarity with cloud platforms such as AWS, Microsoft Azure, or Google Cloud. • Experience with virtualization technologies such as VMware, Hyper-V, or KVM. • Understanding of container technologies including Docker and Kubernetes is a plus.