SUMMARY:
As a Resident Customer Support Engineer you will be regarded as a VAST Data product expert. You will be responsible for handling daily operations, managing escalations, and working directly with your customer. The main responsibilities include working support cases, answering questions in Slack, and managing escalations. Your work will span a myriad of applications and use cases, including machine learning high-performance computing, artificial intelligence applications, and others. You will consult on pre-sales and technical sales activities and will work on escalated technical support issues to resolution, interfacing with the customer and the development team. This role is located at the customer site.
THE ROLE:- Become a VAST Data product expert.
- Be accountable to complete daily technical operations and manage escalations.
- Build rapport and establish a good relationship with the customer - be a trusted advisor to the customer's technical team.
- Work support issues to full resolution and closure (requires working directly with customers and engineering teams).
- Perform customer installations, upgrades, expansions and field maintenance procedures.
- Lead and coordinate regular monthly and quarterly customer review meetings.
- Make the product better by submitting feature requests and bugs.
- Identify opportunities for customers to fully adopt and use VAST features.
REQUIREMENTS : - Work onsite 4-5 days per week at the customer office/site.
- Ability to manage own time.
- 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.
- Overall 5+ years of experience in customer-facing, pre-sale/post-sale positions working with complex storage solutions.
- 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, and familiarity with one or more programming languages
- Significant experience required in the areas of file systems and scale-out NAS Implementation.
- 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.
- Be flexible. We're a growing company. Your responsibilities will change and evolve based on the needs of the business.
- Team player. Don't be a jerk. Disagree and commit.
