* To provide L2 Support for the product, covering the product's understanding, applications, software, and OS level issues in a quick fashion* Take various severity case from the queue that range from P0-P4 and work towards resolution* Components mainly handled were Rubrik Cluster Deployment, Replication and Archival to Azure/AWS* Participate and assist customers in Rubrik (Physical and Virtual) Cluster upgrades and assist in upgrade failures* Establish the networking environment by designing system configuration, directing system installation, and defining, documenting and enforcing system standards* Understanding customer's business criticality and replicating the customer's issue in Lab to provide best possible resolution* In-depth Root cause analysis and troubleshooting skills to resolve problems for smooth workflow of the product Ensure escalated tickets are captured, reviewed, and followed-up on the same day* For Premier or high-profile customers, provide a smooth transition of all escalated tickets that Follow The-Sun SLA services are required and acknowledgement within Service Level Goals* Setting expectations with customers in resource crunch situations for delayed callbacks* Taking ownership of technical issues, understanding customer requirements and workflow and working within escalation processes to resolve more advanced issues* Works with all internal teams (most notable CSMs, CEMs Engineering, Sales)* Performed weekly reviews to continuously engage with customers to proactively identify and address areas of concern and achieve long term customer satisfaction

* Provide expert-level technical support through proactive notifications generated by a monitoring system that leverages AI and ML technologies and assistance to customers to resolve technical known issues and institute best practices* Debugging and troubleshooting skills, with an enthusiastic attitude to support and resolve by providing 24/7 support even on-call basis* Versatile in creating documentation involving process and solution of various issues which helps new hires and the team to solve issues quickly and accurately* Train new members of our team and answer technical questions of our team

* Worked on Aryaka proprietary technology, software-defined Ultra-optimized cloud- delivered WAN with global private multi-tenant Network* Proactively identify, analyze, diagnose, and troubleshoot issues on customer networks as well as on Aryaka's core network* Traffic failover into backup link, remotely login to customer router investigating the interface health, latency test* Maximize network performance by monitoring performance, troubleshooting network problems and outage upgrades and collaborating with network architects on network optimization* Log analysis, Root cause analysis, Replications* Hands-on experience of taking router access via systems in case the site is isolated* To set up a new line of business at Aryaka. The main purpose of the project is to monitor end users network with their service providers* Participating with peers in the 24/7 rotation to provide service/Infrastructure support and troubleshooting a Tracking and updating problems in the ticketing system* Handling escalated trouble calls and working closely with Engineers and Technicians to resolve service issues* Worked on Aryaka's proprietary technology, software-defined Ultra-optimized cloud- delivered WAN which is built on a global private multi-tenant Network* Proactively identify, analyze, diagnose, and troubleshoot issues on customer networks as well as on Aryaka's core network* Traffic failover into backup link, remotely login to customer router investigating the interface health, latency and loss, ping test* Maximize network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades and collaborating with network architects on network optimization