• Provide advanced remote and on-site technical support for Arcfra customers across Singapore and the wider region.
• Take technical ownership of complex customer issues from investigation through resolution, root-cause analysis, and closure.
• Diagnose issues across compute, virtualization, distributed storage, networking, security, management plane, backup, replication, disaster recovery, and hardware integration layers.
• Handle high-severity production incidents involving service degradation, platform unavailability, data availability, performance, migration, or upgrade failures.
• Perform incident triage, impact assessment, evidence collection, containment, recovery planning, escalation, and customer communications.
• Analyse logs, alerts, metrics, configuration data, topology, version details, and operational history to isolate fault domains and identify root causes.
• Work with Engineering and Product teams to reproduce defects, validate fixes, assess product behaviour, and track resolution progress.
• Provide guidance on configuration, upgrades, patching, capacity planning, performance optimisation, security hardening, and operational best practices.
• Support complex upgrade, expansion, migration, and DR activities including pre-checks, risk reviews, change planning, validation, and post-change verification.
• Produce detailed case notes, RCA reports, knowledge-base articles, troubleshooting guides, and customer-facing technical summaries.
• Mentor Resident Engineers and contribute to the technical development of Professional Services and partner teams.
• Identify recurring product, process, documentation, and usability issues and provide actionable feedback internally.

Core Platform and Infrastructure Expertise

• Strong hands-on expertise in virtualization, hyperconverged infrastructure, private cloud, distributed storage, and enterprise data-centre operations.
• Deep understanding of KVM, VMware vSphere, OpenStack, HCI, or similar enterprise virtualization and cloud infrastructure platforms.
• Strong Linux troubleshooting capability across logs, services, CPU, memory, file systems, disk and network diagnostics, kernel messages, and resource contention.
• Proven ability to isolate faults across hosts, hypervisors, virtual machines, storage, networks, management services, external integrations, and hardware components.

Storage, Performance, and Resilience

• Advanced knowledge of replication, striping, consistency, failure domains, rebuild processes, snapshots, cloning, thin provisioning, and capacity management.
• Strong capability in diagnosing storage performance using IOPS, throughput, latency, queue depth, disk utilisation, workload patterns, and network behaviour.
• Experience troubleshooting cluster health, node failures, storage availability, virtual volumes, capacity anomalies, and performance degradation.
• Strong understanding of backup, restore, replication, failover, failback, DR testing, and business-continuity processes.
• Experience with synchronous or asynchronous replication, stretched clusters, active-active architectures, or VM-level DR is highly desirable.

Networking, Security, and Support Engineering

• Advanced troubleshooting across TCP/IP, VLANs, routing, MTU, bonding/LACP, DNS, firewalls, virtual switching, traffic isolation, and network connectivity.
• Familiarity with RDMA, RoCE, SR-IOV, vGPU, GPU virtualization, multi-path networking, NIC bonding, and high-performance network configuration is highly desirable.
• Understanding of secure access, SSH hardening, encryption in transit and at rest, key management, auditability, traffic monitoring, and security baseline enforcement.
• Strong technical case-management discipline covering issue classification, priority assessment, escalation, evidence collection, customer updates, and resolution tracking.
• Proven ability to prepare complete and actionable escalation packages for Engineering teams.
• Strong Shell scripting; Python, Ansible, APIs, log analytics, monitoring automation, ITSM, incident management, problem management, and change management experience is preferred.

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related discipline; equivalent practical experience will also be considered.
• 5-8+ years of experience in enterprise technical support, infrastructure engineering, virtualization, private cloud, HCI, storage, cloud platforms, or data-centre operations.
• At least 3 years of hands-on experience resolving complex issues in production enterprise environments.
• Demonstrated experience managing critical incidents involving availability, performance, storage, networking, virtualization, or disaster recovery.
• Prior Professional Services, implementation, systems integration, or technical consulting experience is strongly preferred.
• Experience supporting enterprise customers under defined SLAs and incident-management processes is highly desirable.
• VMware VCP/VCAP, RHCE, CCNP, HCIP, cloud infrastructure, or storage certifications are advantageous.
• Working proficiency in English, including clear customer communication and professional technical documentation; additional Asian language capability is advantageous.

• Strong ownership mindset and commitment to customer outcomes.
• Excellent analytical and troubleshooting skills with an evidence-based decision-making approach.
• Ability to communicate calmly, clearly, and professionally during high-pressure incidents.
• Ability to explain complex technical risks and remediation options to varied stakeholder groups.
• Strong cross-functional collaboration with Engineering, Product, QA, Professional Services, Sales Engineering, and external partners.
• Ability to mentor junior engineers and contribute to technical excellence and knowledge sharing.
• Willingness to participate in support rotations and respond to critical customer issues outside standard business hours when required.