Customer Support Engineer
VAST Data
CloudLinux
Job Level
SeniorLead
Tech Stack
CloudLinuxUnix
About the role
- 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.
- Be part of VAST “Flight Crew” handling all post-sales activity for customers, working with Support Engineers and Success Managers.
- Develop and test solutions in applications including file protocols, machine learning, object storage, and high-performance computing at customer sites and in the lab.
- Work directly with customers and various business functions: consulting pre-sales, supporting Professional Services with onsite field activities and engineering teams to solve technical problems.
Requirements
- Must have a good command of English in both writing and speaking.
- Overall 10+ years of experience from technical positions working with complex Linux/Unix environment and mission critical enterprise storage solutions.
- Overall 5+ years of experience in customer-facing technical positions supporting complex enterprise or HPC IT solutions.
- Ability to self manage time and task priorities in a highly dynamic multi-tasking environment with rapidly changing priorities.
- A quick learner who can gain new knowledge and new skills in a rapidly evolving environment.
- Extensive knowledge and hands-on working experience in the enterprise IT infrastructure (Linux/Unix), networking and storage space.
- Knowledge and working experience in advanced Linux system administration tasks and good understanding of Linux OS kernel in general.
- Significant experience required in the areas of file systems and scale-out NAS Implementation.
- Good understanding of Ethernet and Infiniband networking, and working experience with network configurations on Linux and network troubleshooting.
- Scripting and programming - bash scripting is required; must be familiar with one or more other programming language.
- An advantage to candidates that have In-depth knowledge and hands-on experience with S3 and high-performance computing.
- Excellent business written and verbal communication and presentation skills.
- An advantage to candidates that have hands-on lab and hardware management experience.
- An advantage to candidates that have experience working in a rapidly growing entrepreneurial, dynamic start up.
- MS or B.Sc. in CS, CE, EE or related fields.
- Ability to travel (to be successful in this role you will need to travel around 20% of the time).
- Rotational weekend shift once every 8-12 weeks and occasional holiday coverage.
