Manage customer L3 engineering support for live client engagements; address/respond to escalated support tickets; route escalated support items through engineering teams to resolve issues; maintain Service Level Agreements; provide engineering support for customers’ requests/issues; manage engineering support procedures (case tracking, escalation, reporting); perform technical support (case tracking, escalation, reporting); perform end-to-end debug on live systems (kernel stack, user space stack); create RDMA solutions (Storage and Networking fields); use C/C++/Python; oversee end-to-end integration for HW and SW components; provide engineering level support to ongoing POCs; manage/track escalated support case assignments to global team members; apply engineering level troubleshooting; resolve customers’ issues on live system; develop short and long term fixes for all escalated issues; work with engineering to supply these fixes; supply fixes in Excelero’s code base; assign engineering issues across Excelero’s Engineering team; ensure correct resources utilized; meet/exceed Excelero’s Service Level Agreement (SLA) commitments for response time/follow-up for all engineering level support; review dashboards on weekly basis with management for visibility into customer’s status and high priority issues; facilitate hand-off from Excelero’s Project Management to ongoing Customer Support (after completion of project deliverables); participate in client conference calls to review open service desk items; ensure customers’ concerns are documented/escalated; track time on Customer Support issues to define future hiring requirements; segment time logs by different dimensions (issue type, component, etc.); collect insights on common customers’ pain points/product shortcomings; work with Excelero’s Executives to structure/maintain multiple tiers of service level for Premium and Mission Critical support; and supervise others.