Resident Customer Support Engineer

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:

Onsite, at the customer office, in Memphis, TN (no option to work remotely).
Technical Excellence.
Accountable to complete daily technical operations and escalations including direct work on technical support issues to full resolution and closure requiring interfacing with customer and development teams.
Perform customer installations, upgrades, and expansions.
Lead and coordinate regular monthly and quarterly customer review meetings.
Become a VAST Data product expert.
Trusted Advisor to customer technical team and internal account team
Identify opportunities to provide continuous improvement for customers to ensure full adoption and usage of VAST products.
Submit and manage Feature Requests and/or Bugs into product marketing and development teams.
Support and guide VAST data account teams on account technical status and activities.

Responsibilities

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; Developing and testing 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; Working 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; Accountable to complete daily technical operations and escalations including direct work on technical support issues to full resolution and closure requiring interfacing with customer and development teams; Perform customer installations, upgrades, and expansions; Lead and coordinate regular monthly and quarterly customer review meetings; Become a VAST Data product expert; Trusted Advisor to customer technical team and internal account team; Identify opportunities to provide continuous improvement for customers to ensure full adoption and usage of VAST products; Submit and manage Feature Requests and/or Bugs into product marketing and development teams; Support and guide VAST data account teams on account technical status and activities

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; Excellent business written and verbal communication and presentation skills; 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

Nice to have

In-depth knowledge and hands-on experience with S3 and high-performance computing; Hands-on lab and hardware management experience; Experience working in a rapidly growing entrepreneurial, dynamic start up