5+ years in customer-facing roles related to complex storage solutions
Strong skills in managing time and case load amid changing priorities
In-depth knowledge of enterprise IT infrastructure and networking
Proficient in Linux system administration and network configuration
Experience in scripting, especially bash scripting, and familiarity with other 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 strong relationships with customers using technical expertise and a customer-first approach
Quickly respond to technical support issues with hands-on solutions or escalations
Manage daily technical operations, ensuring full resolution of customer issues
Support customer installations, upgrades, and break-fix services as needed
Submit and track feature requests and bugs, collaborating with product teams
Advocate for customer priorities, monitoring bugs and escalations closely
Identify and implement continuous improvement opportunities for customer product adoption
Benefits
Opportunity to work within a small, dedicated team of experts
Engagement in high-impact projects, including machine learning and high-performance computing solutions
Access to collaborative environments with various business functions during customer engagements
Flexible working environment that values customer satisfaction and technical excellence
Chance to enhance skills in a rapidly growing, dynamic startup culture
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.
