Hammerspace is seeking a highly skilled and experienced Senior Customer Support Engineer- Federal (DC Area), who will ensure the overall success and retention of our customer base in FED accounts. The ideal candidate will have excellent troubleshooting skills coupled with a deep understanding of filesystems, storage and networking. The Sr Customer Support Engineer will engage with our customers to understand and resolve their complex technical issues, leveraging their strong technical acumen and stellar communication skills

Responsibilities
• Provide Hammerspace customers with top-tier support by solving their technical issues in a timely fashion
• Partner with sales, product & engineering to ensure that customer's needs are met
• Prioritize and drive resolution for escalated customer issues
• Provide feedback to product and engineering teams on product gaps and opportunities for improvement
• Document systematic learnings so that they can be leveraged in our Customer Knowledge Base
• Leverage current toolsets and cross functional team members to creatively identify and resolve customer technical issues
• Participate in team ceremonies to ensure proper knowledge sharing, team growth and iteration on our support processes

Qualifications
• 8+ years in a customer support role, with experience working in cloud, storage, networking environments
• Clearances required
• Ability to analyze system and network diagnostics to clearly articulate issue to customer and internal cross-functional team
• Understanding of SMB & NFS protocols tools
• Understanding of Active Directory & Kerberos systems
• Understanding of networking protocols and analysis of network packet captures
• Previous scripting experience strongly desired
• Ability to parse and analyze system logs
• Exceptional communication skills, with ability to prioritize competing escalations
• Excellent troubleshooting skills and ability to work with cross-functional teams
• Multilingual candidates preferred

The anticipated base salary range for this role is $150,000-$200,000. Actual compensation will be determined by several factors including, but not limited to, level of professional/education experience, skills/abilities, internal equity, and budgetary considerations. In addition, Hammerspace offers a broad range of health plans for medical, dental, vision, life and disability. We also offer 401k plans and flexible time off.