5+ years in customer-facing roles related to complex storage solutions
Experience managing case loads with variable priorities
In-depth knowledge of enterprise IT infrastructure, networking, and storage
Proficient in Linux system administration and troubleshooting
Scripting skills in bash and familiarity with additional programming languages
Expertise in file systems and scale-out NAS implementation
Hands-on experience with S3 and high-performance computing is a plus
Responsibilities
Build trusted relationships with customers through technical expertise
Respond quickly to technical issues and resolve or escalate as needed
Manage daily technical operations to ensure complete resolution of issues
Provide field services including installations, upgrades, and break-fix support
Manage feature requests and bug reports with product teams
Advocate for customer account priorities and track resolutions
Identify continuous improvement opportunities for customer product adoption and satisfaction
Benefits
Opportunity to work with innovative technologies in storage and data management
Collaborative team environment with a customer-first focus
Chance to influence product development through customer feedback
Professional growth opportunities in a dynamic and entrepreneurial setting
Ability to work hands-on in labs and with hardware installations
Full Job Description
Description
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 main responsibilities include responding to customer issues (reactive and proactive), evaluating the problem, using hands-on-keyboard skills to solve for the issue, and escalating to engineering with as much detail as possible when you can't. You will also be involved in developing and testing and solutions in strategically and tactically significant applications and use cases, including file protocols, machine learning, object storage, and high-performance computing at customer sites and in the lab. You will work directly with customers, and various business functions: consulting pre-sales teams on technical sales activities, supporting Professional Services with onsite field activities and our engineering teams to solve technical problems.
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
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.
About VAST Data
VAST Data is a data storage company that provides an all-flash storage platform for big data and artificial intelligence workloads. The platform enables businesses to store and analyze large amounts of data in real-time, and provides high performance and scalability. VAST Data was founded in 2016 and is headquartered in New York City.
