Job
Description
You are VAST Data's Customer Support Engineer, a key member of the team responsible for post-sales activities, handling customer issues and working closely with a small team of Support Engineers and Success Managers. As a technical expert, your role involves responding to customer issues promptly, evaluating problems, and providing hands-on solutions while maintaining open communication. You will also collaborate with various teams, such as pre-sales, Professional Services, and engineering, to address technical challenges effectively. Key Responsibilities: - Respond to customer issues promptly, utilizing hands-on-keyboard skills to resolve or escalate problems efficiently - Perform daily technical operations for customers, ensuring timely issue resolution and closure - Support field services like installations, upgrades, and break-fix activities as required - Manage Feature Requests and Bugs by liaising with product marketing and development teams - Advocate for customer priorities, track bugs, feature requests, and escalations, and ensure continuous improvement for customer satisfaction - Guide account teams on technical status and activities, balancing KPIs, SLAs, and customer happiness Qualifications Required: - 5+ years of experience in customer-facing roles with complex storage solutions - Strong time management skills to handle changing priorities effectively - Extensive knowledge in enterprise IT infrastructure, networking, and storage, with a broad understanding of enterprise software - Proficiency in Linux system administration, networking, and scripting (bash scripting required) - Experience in file systems, scale-out NAS implementation, S3, and high-performance computing is advantageous - Excellent written and verbal communication skills, with the ability to present effectively - Preferred experience in lab and hardware management, entrepreneurial start-up environment, and travel readiness - Degree in CS, CE, EE, or related fields - Willingness to travel around 20% of the time and work rotational weekend shifts and occasional holidays Join VAST Data as a Customer Support Engineer and contribute to the success of a leading data platform company in the AI era. Your technical expertise and customer-centric approach will play a vital role in ensuring customer satisfaction and driving continuous improvement in product adoption and usage. You are VAST Data's Customer Support Engineer, a key member of the team responsible for post-sales activities, handling customer issues and working closely with a small team of Support Engineers and Success Managers. As a technical expert, your role involves responding to customer issues promptly, evaluating problems, and providing hands-on solutions while maintaining open communication. You will also collaborate with various teams, such as pre-sales, Professional Services, and engineering, to address technical challenges effectively. Key Responsibilities: - Respond to customer issues promptly, utilizing hands-on-keyboard skills to resolve or escalate problems efficiently - Perform daily technical operations for customers, ensuring timely issue resolution and closure - Support field services like installations, upgrades, and break-fix activities as required - Manage Feature Requests and Bugs by liaising with product marketing and development teams - Advocate for customer priorities, track bugs, feature requests, and escalations, and ensure continuous improvement for customer satisfaction - Guide account teams on technical status and activities, balancing KPIs, SLAs, and customer happiness Qualifications Required: - 5+ years of experience in customer-facing roles with complex storage solutions - Strong time management skills to handle changing priorities effectively - Extensive knowledge in enterprise IT infrastructure, networking, and storage, with a broad understanding of enterprise software - Proficiency in Linux system administration, networking, and scripting (bash scripting required) - Experience in file systems, scale-out NAS implementation, S3, and high-performance computing is advantageous - Excellent written and verbal communication skills, with the ability to present effectively - Preferred experience in lab and hardware management, entrepreneurial start-up environment, and travel readiness - Degree in CS, CE, EE, or related fields - Willingness to travel around 20% of the time and work rotational weekend shifts and occasional holidays Join VAST Data as a Customer Support Engineer and contribute to the success of a leading data platform company in the AI era. Your technical expertise and customer-centric approach will play a vital role in ensuring customer satisfaction and driving continuous improvement in product adoption and usage.
