Troubleshoot customer technical support cases, reproduce issues in a lab spanning Windows, Linux, macOS, VMware, Active Directory, AWS, and Azure, and document resolutions clearly. Manage high-volume caseloads, follow up on open cases, meet SLAs, maintain documentation in Confluence, Jira, and Salesforce, and eventually support severity-one and enterprise customers. The role requires strong networking, systems administration, virtualization, cloud, SQL, communication, and organizational skills.