Customer Support Engineer

Who you are

• 5+ years of experience in customer-facing pre-sales or post-sales positions working with complex storage solutions
• The ability to manage your own time and caseload with rapidly changing priorities
• Extensive knowledge and experience in enterprise IT infrastructure, networking and storage, along with a broad understanding of the enterprise software world
• Knowledge and working experience of common Linux system administration tasks and the Linux OS in general
• A good understanding of networking, with working experience of network configuration on Linux and network troubleshooting
• Scripting and programming skills: bash scripting is required, plus familiarity with at least one other programming language
• Significant experience with file systems and scale-out NAS implementation
• An MS or BSc in Computer Science, Computer Engineering, Electrical Engineering or a related field
• In-depth knowledge and hands-on experience with S3 and high-performance computing
• Excellent written and verbal business communication and presentation skills
• Hands-on lab and hardware management experience
• Experience working in a rapidly growing, entrepreneurial, dynamic start-up

What the job involves

• As a member of the Customer Support Engineering team, you will be regarded as a VAST Data technical expert and will be involved in daily technical operations and escalations
• You will be part of the VAST "Flight Crew" for our customers, working with a small team of Support Engineers and Success Managers to handle all post-sales activity for each customer
• Responding to customer issues, both reactively and proactively
• Evaluating each problem
• Using hands-on-keyboard skills to resolve it, or escalating to engineering with as much detail as possible when you can't
• You will also help develop and test solutions for strategically and tactically significant applications and use cases, both at customer sites and in the lab. These include:
• File protocols
• Machine learning
• Object storage
• High-performance computing
• You will work directly with customers and with teams across the business. That means consulting pre-sales teams on technical sales activities, supporting Professional Services with onsite field work, and partnering with our engineering teams to solve technical problems
• Build trusted customer relationships based on your customer-first mindset, technical excellence and command of the VAST product
• Respond quickly to technical support issues, working hands-on-keyboard to solve or escalate them while keeping customers informed throughout
• Complete daily technical operations for customers, working issues through to full resolution and closure
• Perform and support field services for customers, including installations, upgrades, break-fix and expansions
• Submit and manage feature requests and bugs with the product marketing and development teams
• Advocate for the priorities of your assigned accounts, continuously tracking and following up on bugs, feature requests and escalations
• Identify opportunities for continuous improvement to ensure customers fully adopt and use VAST products
• Support and guide VAST account teams on each account's technical status and activities
• Manage your workload to meet KPIs and VAST SLAs while ensuring customer happiness and satisfaction