Head of L3 Technical Support Engineer

Description

At Infinidat, a Lenovo company, we empower enterprises and service providers with cutting-edge storage platforms that redefine performance, reliability, and cyber resilience at scale.

We are looking for a manager to lead our group of Enterprise Storage Technical Support . As the leader of the Development Support organization, you will be responsible for driving operational excellence across the teams, ensuring effective resolution of critical customer issues, and partnering closely with R&D to address complex technical challenges. You will balance short-term execution and escalation management with long-term organizational development, process optimization, and continuous improvement initiatives.

Responsibilities

• Lead and develop multiple global technical teams through their managers.
• Own the resolution of critical customer escalations and complex technical issues.
• Drive operational excellence, process improvements, and global alignment.
• Partner with R&D, Product, and Customer-facing teams to improve customer outcomes.
• Ensure high levels of customer satisfaction and service delivery.
• Provide leadership, coaching, and strategic direction to managers and senior technical contributors.
• Prioritize resources and initiatives to maximize business impact

Requirements

• Proven experience leading managers and global technical teams.
• Strong background in enterprise storage, Linux, networking, and customer support organizations.
• Experience managing complex customer escalations and cross-functional initiatives.
• Strong leadership, communication, and stakeholder management skills.
• Ability to drive organizational change, process improvements, and operational excellence.
• Technical knowledge of SAN/NAS storage, Linux administration, and enterprise infrastructure.
• Experience with virtualization, containers, scripting, or backup technologies - an advantage.
• The position requires a willingness to work during weekends and holidays when needed

Base salary- $220.5K - $250K

About Infinidat

Infinidat's enterprise storage portfolio provides global Fortune 500 enterprises and service providers with best-in-class solutions for primary storage, next-generation data protection, disaster recovery, business continuity, and cyber resilience. Infinidat's acclaimed InfuzeOS is the one of the most flexible and complete enterprise software-defined storage architectures in the industry. We recently announced powerful enhancements, an extensive expansion, and the dynamic evolution of our award-winning G4 enterprise cyber and AI storage solutions! Not only did Infinidat win over 40 awards in 2025, but was named a Gartner® Peer Insights™ Voice of the Customer Award for Primary Storage for the 7th time!