Supportability Engineer

Job Summary

Supportability Engineer 3

Keystone Storage as a Service (STaaS)

Job Summary

As a Supportability Engineer for Keystone Storage as a Service (STaaS), you will serve as a trusted customer advocate and technical advisor, helping customers maximize the value, reliability, and operational health of their Keystone environments.

Unlike traditional support roles that focus on individual incidents or case management, Supportability Engineers maintain a broad understanding of a customer's entire environment. You will analyze service health, lifecycle posture, support trends, capacity utilization, and operational risks to help customers make informed decisions and improve long-term outcomes.

Working closely with Customer Success, Support, Engineering, Services, and Product teams, you will help identify emerging risks, improve operational readiness, and ensure customers receive proactive guidance throughout their Keystone journey. Success in this role requires strong analytical skills, customer focus, technical curiosity, and the ability to understand how individual issues relate to the broader customer environment.

This role is ideal for individuals who enjoy combining technical problem-solving, customer engagement, operational analysis, and cross-functional collaboration to drive customer success.

Key Responsibilities

• Develop and maintain an understanding the Keystone Estate, including lifecycle position, capacity utilization, service health, operational trends, and support history.
• Maintain an estate-level perspective across customer deployments and identify risks, recurring issues, lifecycle concerns, capacity constraints, and opportunities for optimization.
• Analyze operational, support, and service data to identify trends and recommend actions that improve customer outcomes.
• Proactively identify developing issues or environmental conditions that may impact customer success and engage the appropriate teams before customer impact occurs.
• Provide guidance on lifecycle management, software currency, capacity planning, operational best practices, platform readiness, and service health.
• Collaborate with Support, Engineering, Product Management, Services, Customer Success, and other stakeholders to coordinate activities and drive customer outcomes.
• Assist in the resolution of complex customer situations by helping clarify ownership, facilitate communication, and ensure the right teams are engaged.
• Communicate risks, findings, recommendations, service advisories, and operational guidance to both customers and internal stakeholders.
• Participate in customer reviews, operational health discussions, risk assessments, and service planning activities.

Contribute to process improvements, knowledge sharing, documentation, and operational best practices that improve the overall customer experience.

Job Requirements

• Required Qualifications
• Bachelor's degree or equivalent experience in Computer Science, Information Technology, Engineering, or a related field.
• 3+ years of experience in enterprise support, customer success, technical account management, managed services, professional services, supportability engineering, or similar customer-facing technical roles.
• Strong analytical and problem-solving skills with the ability to evaluate information from multiple sources and identify meaningful trends or risks.
• Demonstrated ability to understand complex technical environments and maintain a holistic view of customer operations.
• Strong verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Ability to collaborate effectively across multiple functions and influence outcomes through partnership and communication.
• Experience working with enterprise infrastructure, storage, cloud, networking, managed services, or related technologies.
• Ability to prioritize work, manage multiple customer situations, and operate effectively in a dynamic environment.

Education

IC - Typically requires a minimum of 5 years of related experience.Mgr & Exec - Typically requires a minimum of 3 years of related experience.