- Provided back-end support to Support Engineers in the more challenging customer cases through Tech-Helps & Oncalls.- Provided a dedicated line of support for account level escalations, troubleshooting any and all issues in an escalated account.

- Mentored & Trained new hires of the team.- Created Linux & Linux From Scratch Training materials for Interns.- Drove Linux & Linux From Scratch Training for a group of Interns. - Proctored NSS and Nutanix Linux Certification for the new hires.- Troubleshot complex customer cases involving restoring Business-Down scenarios & finding resolutions for all Nutanix Products.- Resolved cases that require collaboration with Multiple Organizations including RedHat, NVIDIA, Microsoft, VMWare etc.- Actively collaborated with SMEs, Accounts & Engineering Teams for Product Improvements & Bug-fixes.- Provided satisfactory support to complex customer issues with 96.3% of customer surveys receiving a 10/10 CSAT rating.- Delivered knowledge-transfer sessions within the team, focusing on the learnings from tricky customer cases.- Assisted new SREs in technical queries & cases. - Actively created & updated Knowledge Base articles.

- Completed Certifications: NCP, NCAP, NSS, Nutanix Linux Certification, VMWare Certified Professional. - Raised Product Bug and Product Improvement Tickets based on customer feedback and proactively recognition of potential areas of improvement.- Created and Updated Knowledge Base articles. - Provided Level 1 & 2 technical support to worldwide customers.- Collaborated with Accounts & Engineering teams in Escalated cases.

- Trained in Server Infrastructure, Networking (CCNA), Linux, Windows, Virtualization - VMWare & AHV, Acropolis Operating System; to be prepared for providing best-in-class support to Nutanix Worldwide customers.- Member of the Nutanix Cluster Check (NCC) - Best Practice Guide Project Team, a plugin in NCC to proactively recommend configurations aligning with the best practices in a Nutanix Cluster.