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About the Role

As a Customer Support Engineer, you will be a technical expert for VAST Data, involved in daily technical operations and escalations. You will be part of the customer's "Flight Crew," working with a small team to handle post-sales activities. Your main responsibilities include responding to customer issues, evaluating and solving problems, and escalating to engineering when necessary. You will also develop and test solutions for various applications and use cases, working directly with customers and internal teams.

Responsibilities

Respond to technical support issues quickly, working hands-on-keyboard to solve or escalate issues while being highly communicative.
Complete daily technical operations for customers, working technical issues to full resolution and closure.
Perform and support field services for customers: installations, upgrades, break-fix and expansions.
Submit and manage Feature Requests and/or Bugs into product marketing and development teams.
Advocate for the priorities of assigned accounts and continuously track and follow up on bugs, feature requests and escalations.
Identify opportunities for 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

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 enterprise IT infrastructure, networking, and storage, with a broad understanding of enterprise software.
Knowledge and working experience in common Linux system administration tasks and Linux OS.
Good understanding of networking, and working experience with network configurations on Linux and network troubleshooting.
Familiarity with bash scripting and at least one other programming language.
Significant experience in file systems and scale-out NAS implementation.
Excellent business written and verbal communication and presentation skills.
Ability to travel approximately 20% of the time.
Willingness to work rotational weekend shifts once every 8-12 weeks and occasional holiday coverage.

Skills

Bash scripting
Linux system administration
Networking
Storage solutions
File systems
Scale-out NAS implementation
S3 (advantage)
High-performance computing (advantage)
Programming languages

Location

Onsite

Work Type

Full-time

Experience Level

5+ years

Education Level

MS or B.Sc. in CS, CE, EE or related fields

About the Company

VAST Data is the data platform company for the AI era, building enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets for real-time data analysis and AI training and inference.
VAST's solutions are designed to make AI simple to deploy and manage, reducing the cost and complexity of enterprise and AI infrastructure across data center, edge, and cloud.
The company's success is built on intense innovation, a customer-first mentality, and a team of dedicated professionals.
This is an opportunity to contribute to a rapidly growing company at a pivotal point in computing history.