Customer Support Engineer

Customer Support Engineer Customer Support Seattle Senior Full-time

ID: VDT26209, VDT26208

Summary 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 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 elevate 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 Requirements Overall 5+ years of experience in customer-facing, pre-sale/post-sale positions working with complex storage solutions. Ability to manage own time and case load with rapidly changing priorities 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. Knowledge and working experience in common Linux system administration tasks and Linux OS in general. Good understanding of 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 Significant experience required in the areas of file systems and scale-out NAS Implementation 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. #J-18808-Ljbffr Drive Capital