• Provide application support for Varonis DatAdvantage products• Troubleshoot customer file storage infrastructure in relation to Varonis product platforms• Create internal knowledge base documentation• Collaborate with other Sales, Customer Success, Engineering and Product Management teams to identify, address, and resolve customer issues• Build and maintain internal labs for support teams

• Using Amazon Web Services (including Amazon EC2, Amazon S3, Amazon DynamoDB & RDS databases, Amazon CloudFront CDN, and many more) within organizations ranging from new start-ups to large enterprise customers as primary technical point of contact for multiple customers helping to plan, debug, and oversee ongoing operations of business critical applications.• Also troubleshooting critical application, network, database, and architectural challenges using a suite of internal AWS tools as well as your existing knowledge and toolkits. • Act as the voice of the customer within AWS to escalate problems and to drive prioritization of business needs for our customers.• Engage with Director and C-Level executives to understand business needs• Assist in Design/Architecture of AWS and hybrid cloud solutions• Help Enterprises define IT and business processes that work well with cloud deployments• Work hands-on with customer engineering teams to develop, migrate, and debug application issues• Troubleshoot technical issues and drive issue escalation with AWS Service teams• Leverage knowledge of your customers’ environments to assist support engineers and service teams in better serving your customers• Complete analysis and present periodic reviews of operational performance to customer leadership• Provide detailed reviews of service disruptions, metrics, detailed prelaunch planning• Make recommendations on how new AWS offerings fit in the company architecture• Champion and advocate for customer requirements within AWS (be their voice)• Participate in customer requested meetings (onsite or via phone)• Know and use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns• Participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud

• Manage large Major Account on the USPS team. Responsible for Driving NetApp best practices during scheduled customer meetings. Manage customer demands and set expectations for their level of entitlements purchased. Track cases that are opened and escalate as necessary to bring customer support issues to a close in a timely manner. Collaborate with Sales Teams, Logistics, Technical Marketing, and Technical Support to help with customer issues. Start dialogue with new customers to help introduce them to the Support site and offer WebEx to show them tools that can help them in their daily jobs. • On call 24/5 with rotating weekend shifts. Managed any Priority 1 events to ensure the right resources are engaged. Manage and approve any expired entitlements and let account teams know about it as well as the customer.• Environment assessment/documentation, including software and hardware release planning, upgrade planning and bug risk analysis.• Compile and deliver root cause analysis on either product or process breakdowns as required.• Monitor customers systems utilizing AutoSupport to identify potential problems and trends, and subsequently make the necessary recommendations to resolve them to ensure optimal performance of these systems.