Senior Technical Support Engineer
Current• Own case outcomes and deliver root cause analysis for Zerto software solutions to meet Service Level Agreement requirements and customer needs.• Resolve complex issues and deliver optimal solutions through proactive customer engagement, log analysis, issue reproduction, technical research, and engineering engagement.• Participate in numerous internal action committees aimed at spearheading new customer initiatives, designing internal and external product training, streamlining process improvements, and Zerto business integration into HPE.• Facilitate closing million-dollar deals by providing critical support in integration, configuration, and delivering technical solutions to diverse customer environments.• Lead strategic customer projects by collaborating with key stakeholders, defining project scope and objectives, and ensuring timely delivery of tailored solutions that align with customer goals.• Serve as a lead subject matter expert on emerging software offerings and established as a trusted technical lead among fellow engineers.• Manage and support US government contracts, ensuring compliance with federal regulations, conducting risk assessments, and providing tailored solutions.• Scripted internal support tools to increase effectiveness and reduce time to resolution for customers, saving an estimated 780 human-hours per year.
