Customer Support Engineer

Summary

VAST Data is seeking a Customer Support Engineer to join its expanding team. This role offers an opportunity to contribute to a company at the forefront of the AI revolution, where they build the infrastructure necessary for real-time data analysis and AI training and inference.

Responsibilities

• Respond to customer issues, both reactive and proactive, using hands-on-keyboard skills to resolve or escalate issues.
• Evaluate and solve technical problems, providing detailed reports when necessary.
• Work closely with engineering teams to develop and test solutions in strategic and tactical applications.
• Collaborate with consulting pre-sales teams, Professional Services, and engineering teams to address technical challenges.
• Support field services, including installations, upgrades, break-fix, and expansions.
• Manage workload to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) while maintaining customer satisfaction.
• Advocate for customer needs and track bugs, feature requests, and escalations.
• Guide VAST data account teams on account technical status and activities.
• Identify opportunities for continuous improvement in customer adoption and usage of VAST products.

Requirements

• Overall 5+ years of experience in customer-facing, pre-sale/post-sale positions with complex storage solutions.
• Extensive knowledge and experience in enterprise IT infrastructure, networking, and storage.
• Broad understanding of the enterprise software world, including Linux system administration tasks and networking configurations.
• Significant experience in file systems, scale-out NAS implementation, and high-performance computing.
• Excellent business communication and presentation skills.
• Ability to manage multiple priorities and adapt to rapidly changing situations.
• MS or B.Sc. in Computer Science, Electrical Engineering, or a related field.
• Ability to travel and occasionally work weekends and holidays.