Customer Support Engineer
Posted Updated
Description
- As a Customer Support Engineering team you will be regarded as a VAST Data technical expert and, as such, you will be involved in daily technical operations and escalations
- You will be a part of VAST “Flight Crew” for our customers, working with a small team of other Support Engineers and Success Managers to handle all post-sales activity for the customer
- The main responsibilities include responding to customer issues (reactive and proactive), evaluating the problem, using hands-on-keyboard skills to solve for the issue, and escalating to engineering with as much detail as possible when you can’t
- You will also be involved in developing and testing and solutions in strategically and tactically significant applications and use cases, including file protocols, machine learning, object storage, and high-performance computing at customer sites and in the lab
- You will work directly with customers, and various business functions: consulting pre-sales teams on technical sales activities, supporting Professional Services with onsite field activities and our engineering teams to solve technical problems
- Build trusted customer relationships based on your customer-first mindset, technical excellence and command of VAST product
- Respond to technical support issues quickly, working hands-on-keyboard to solve or escalate the issues while being highly communicative
- Complete daily technical operations as needed for the customers, working technical issues to full resolution and closure
- Perform and support field services for customers: installations, upgrades, break-fix and expansions as needed
- Submit and manage Feature Requests and/or Bugs into product marketing and development teams
- Advocate for the priorities of your assigned accounts and continuously track and follow up on bugs, feature requests and escalations
- Identify opportunities to provide continuous improvement for customers to ensure full adoption and usage of VAST products
- Support and guide VAST data account teams on account technical status and activities
- Manage workload to balance meeting KPIs and VAST SLAs with ensuring customer happiness and satisfaction
- An advantage to candidates that have hands-on lab and hardware management experience
- Scripting and programming - bash scripting is required; must be familiar with one or more other programming language
- Overall 5+ years of experience in customer-facing, pre-sale/post-sale positions working with complex storage solutions
- Good understanding of networking, and working experience with network configurations on Linux and network troubleshooting
- Excellent business written and verbal communication and presentation skills
- Ability to travel. To be successful in this role, you will need to travel around 20% of the time
- Significant experience required in the areas of file systems and scale-out NAS Implementation
- Rotational weekend shift once every 8-12 weeks and occasional holiday coverage
- Knowledge and working experience in common Linux system administration tasks and Linux OS in general
- MS or B.Sc. in CS, CE, EE or related fields
- Ability to manage own time and case load with rapidly changing priorities
- An advantage to candidates that have In-depth knowledge and hands-on experience with S3 and high-performance computing
- An advantage to candidates that have experience working in a rapidly growing entrepreneurial, dynamic start up
- Extensive knowledge and experience in the enterprise IT infrastructure, networking and storage space is required, along with a broad understanding of the enterprise software world