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About the Role

As a member of the Customer Support Engineering team, you will be regarded as a VAST Data technical expert and will be involved in daily technical operations and escalations. You will be part of the VAST "Flight Crew" for our customers, working with a small team of Support Engineers and Success Managers to handle all post-sales activity for each customer.

Responsibilities

Respond to customer issues, both reactively and proactively.
Evaluate each problem.
Use hands-on-keyboard skills to resolve issues or escalate to engineering with detailed information.
Develop and test solutions for strategically and tactically significant applications and use cases, including file protocols, machine learning, object storage, and high-performance computing.
Consult pre-sales teams on technical sales activities.
Support Professional Services with onsite field work.
Partner with engineering teams to solve technical problems.
Build trusted customer relationships based on customer-first mindset, technical excellence, and command of the VAST product.
Respond quickly to technical support issues, working hands-on-keyboard to solve or escalate them while keeping customers informed.
Complete daily technical operations for customers, working issues through to full resolution and closure.
Perform and support field services for customers, including installations, upgrades, break-fix, and expansions.
Submit and manage feature requests and bugs with product marketing and development teams.
Advocate for the priorities of assigned accounts, continuously tracking and following up on bugs, feature requests, and escalations.
Identify opportunities for continuous improvement to ensure customers fully adopt and use VAST products.
Support and guide VAST account teams on each account's technical status and activities.
Manage workload to meet KPIs and VAST SLAs while ensuring customer happiness and satisfaction.

Requirements

The right to work in the UK.
5+ years of experience in customer-facing pre-sales or post-sales positions working with complex storage solutions.
Ability to manage own time and caseload with rapidly changing priorities.
Extensive knowledge and experience in enterprise IT infrastructure, networking, and storage.
Broad understanding of the enterprise software world.
Knowledge and working experience of common Linux system administration tasks and the Linux OS.
Good understanding of networking, with working experience of network configuration on Linux and network troubleshooting.
Scripting and programming skills: bash scripting required.
Familiarity with at least one other programming language.
Significant experience with file systems and scale-out NAS implementation.
In-depth knowledge and hands-on experience with S3 and high-performance computing (advantage).
Excellent written and verbal business communication and presentation skills (advantage).
Hands-on lab and hardware management experience (advantage).
Experience working in a rapidly growing, entrepreneurial, dynamic start-up (advantage).

Skills

File protocols
Machine learning
Object storage
High-performance computing
Linux system administration
Linux OS
Networking
Network configuration on Linux
Network troubleshooting
Bash scripting
Programming
File systems
Scale-out NAS implementation
S3
Customer relationship management
Technical support
Problem evaluation
Problem resolution
Escalation management
Field services
Installations
Upgrades
Break-fix
Feature request management
Bug tracking
Account management
Workload management
KPI management
SLA management

Location

London

Work Type

Onsite

Experience Level

5+ years of experience

Education Level

MS or BSc in Computer Science, Computer Engineering, Electrical Engineering or a related field

About the Company

VAST Data is looking for a Customer Support Engineer to join our growing team in London!
This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organisation at the centre of the hurricane created by the revolution in artificial intelligence.
VAST's data management vision is the future of the market.
VAST Data is the data platform company for the AI era.
We are building the enterprise software infrastructure to capture, catalogue, refine, enrich and protect massive datasets and make them available for real-time data analysis, AI training and inference.
Designed from the ground up to make AI simple to deploy and manage, VAST takes the cost and complexity out of deploying enterprise and AI infrastructure across data centre, edge and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless VASTronauts who use their skills and experience to make real market impact.
This is an opportunity to be a key contributor at a pivotal time in our company's growth and at a pivotal point in computing history.