Leads complex technical troubleshooting, customer engagements, platform adoption, and resolution of non-routine issues for enterprise accounts. Provides expert guidance on Red Hat OpenStack, OpenShift, Kubernetes, Linux, Ceph, and cloud technologies. Develops customer relationships, engagement plans, workshops, and technical reviews; collaborates with sales, product, engineering, and field teams; mentors team members; improves support processes; and travels to customer sites and events as needed.