Kavya Subramanian

Technical Support Engineer, Level 2:

• Currently supporting the team as a Level 2 engineer. Managing and Assisting Level 1 engineers.
• Trained with knowledge of NFS, SMB, Backup, Networking, and other NAS protocols, expediting efficient troubleshooting.
• Provided trainings and mentorship to junior support team.
• Collaborated with the engineering team and SMEs to escalate critical issues and track bugs.
• Handled escalated and high-priority cases in a timely manner.

Technical Support Engineer, Level 1:

• Provided real-time support via phone, email, and chat to address customer technical concerns.
• Participated in continuous education programs to stay current with emerging tech trends and tools.
• Provided in-depth technical support for PowerScale products for over 3.5 years. Managed support tickets from DialHome submissions to live chats, ensuring prompt resolutions and consistent high customer satisfaction.
• Experienced in Linux, Networking, focusing on daily storage and backup management tasks, including remote diagnostics and proactive maintenance for EMC Storage, Replication, and Backup.
• Conducted in-depth analysis of technical problems, identifying root causes.