Hammerspace

Customer Support Engineer

Hammerspace

full-time

Posted on:

Location Type: Remote

Location: Remote • California • 🇺🇸 United States

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Job Level

SeniorLead

Tech Stack

CloudNFS

About the role

  • Provide Hammerspace customers with top-tier support by solving their L3/L4 technical issues in a timely fashion
  • Partner with sales, product & engineering to ensure that customer’s needs are met
  • Prioritize and drive resolution for escalated customer issues
  • Provide feedback to product and engineering teams on product gaps and opportunities for improvement
  • Document systematic learnings so that they can be leveraged in our Customer Knowledge Base
  • Leverage current toolsets and cross functional team members to creatively identify and resolve customer technical issues
  • Participate in team ceremonies to ensure proper knowledge sharing, team growth and iteration on our support processes

Requirements

  • 8+ years in a customer support role (Must have L3/L4 experience), with experience working in cloud, storage, networking environments
  • Must CURRENTLY reside in the United States, on the WEST COAST.
  • Candidates MUST have experience working for a Data Storage or Data Management company.
  • Ability to analyze system and network diagnostics to clearly articulate issue to customer and internal cross-functional team
  • Understanding of SMB & NFS protocols tools
  • Understanding of Active Directory & Kerberos systems
  • Understanding of networking protocols and analysis of network packet captures
  • Previous scripting experience strongly desired
  • Ability to parse and analyze system logs
  • Exceptional communication skills, with ability to prioritize competing escalations
  • Excellent troubleshooting skills and ability to work with cross-functional teams
  • Multilingual candidates preferred.
Benefits
  • Hammerspace is an Equal Opportunity Employer.
  • Candidates will receive consideration for employment without regard to race, color, gender, religion, sex, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
L3 supportL4 supportcloud environmentsstorage environmentsnetworking environmentsSMB protocolsNFS protocolsActive DirectoryKerberosscripting
Soft skills
exceptional communicationtroubleshootingprioritizationcollaborationknowledge sharing