Job Summary

Keystone Storage as a Service (STaaS) Supportability Engineer 4

As a Supportability Engineer for Keystone Storage as a Service (STaaS), you will serve as a trusted advisor, customer advocate, and operational leader responsible for improving the health, supportability, and long-term success of customer environments.

Unlike traditional support roles that focus on individual incidents, Supportability Engineers maintain a comprehensive understanding of the Keystone estate. You will assess service health, operational readiness, lifecycle position, support trends, capacity utilization, and business objectives to identify risks, uncover opportunities, and provide strategic recommendations that improve customer outcomes.

You will leverage data, technical insight, and cross-functional collaboration to proactively address emerging challenges before they impact customer operations. Working across Customer Success, Support, Engineering, Product, and Services organizations, you will help align teams, influence decisions, and drive actions that reduce risk and improve the overall customer experience.

Success in this role requires strong technical judgment, analytical thinking, customer engagement skills, and the ability to view customer environments holistically rather than through the lens of individual issues. The ideal candidate is comfortable navigating ambiguity, influencing outcomes across organizational boundaries, and leading complex operational discussions with both customers and internal stakeho

What You Will Do

• Maintain a comprehensive understanding of the Keystone Estate, including service health, lifecycle position, capacity utilization, operational performance, support history, and business objectives.
• Monitor and observe the Keystone Estate, providing guidance and recommendations that improve operational health, lifecycle compliance, service readiness, and customer success.
• Review the Keystone Estate, with visibility on operational metrics, support trends, and service data to identify risks, recurring patterns, optimization opportunities, and emerging issues.
• Develop and communicate risk assessments, operational findings, and strategic recommendations to customers and internal stakeholders.
• Assist with Estate reviews, operational health assessments, lifecycle evaluations, and readiness discussions designed to improve long-term customer outcomes.
• Drive cross-functional alignment between Customer Success, Support, Engineering, Product Management, and Services organizations to address customer challenges and execute recommendations.
• Facilitate resolution of complex customer situations by providing environmental context, risk analysis, and coordination across multiple organizations.
• Identify systemic issues impacting customer environments and work with internal teams to drive corrective actions, process improvements, and long-term solutions.
• Mentor junior supportability engineers and contribute to the development of best practices, operational standards, tooling improvements, and supportability methodologies.
• Contribute to strategic initiatives focused on service quality, customer experience, lifecycle governance, operational excellence, and continuous improvement.

What You'll Bring

• Bachelor's degree or equivalent experience in Computer Science, Information Technology, Engineering, or a related field.
• 7+ years of experience in supportability engineering, enterprise support, technical account management, customer success, professional services, managed services, solution architecture, or similar customer-facing technical roles.
• Strong analytical skills with the ability to assess complex technical environments, identify risks, evaluate trends, and develop actionable recommendations.
• Demonstrated experience managing complex customer situations involving multiple stakeholders, competing priorities, and cross-functional teams.
• Ability to understand enterprise environments from both technical and business perspectives while maintaining a holistic estate-level view.
• Strong written and verbal communication skills, including the ability to present technical findings, recommendations, and operational risks to diverse audiences.
• Demonstrated ability to influence outcomes and drive alignment across customers, engineering teams, support organizations, and leadership stakeholders.
• Experience working with enterprise infrastructure, storage, cloud, networking, managed services, or hybrid IT environments.
• Strong organizational and prioritization skills with the ability to manage multiple customer engagements simultaneously.