Customer Support Engineer, London
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." Forbes
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.
Summary
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.
Your main responsibilities include:
- responding to customer issues, both reactively and proactively
- evaluating each problem
- using hands-on-keyboard skills to resolve it, or escalating to engineering with as much detail as possible when you can't
You will also help develop and test solutions for strategically and tactically significant applications and use cases, both at customer sites and in the lab. These include:
- file protocols
- machine learning
- object storage
- high-performance computing
You will work directly with customers and with teams across the business. That means consulting pre-sales teams on technical sales activities, supporting Professional Services with onsite field work, and partnering with our engineering teams to solve technical problems.
What you'll do
- Build trusted customer relationships based on your 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 throughout
- 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 the product marketing and development teams
- Advocate for the priorities of your 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 your workload to meet KPIs and VAST SLAs while ensuring customer happiness and satisfaction
What you'll bring
- 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
- The ability to manage your own time and caseload with rapidly changing priorities
- Extensive knowledge and experience in enterprise IT infrastructure, networking and storage, along with a broad understanding of the enterprise software world
- Knowledge and working experience of common Linux system administration tasks and the Linux OS in general
- A good understanding of networking, with working experience of network configuration on Linux and network troubleshooting
- Scripting and programming skills: bash scripting is required, plus familiarity with at least one other programming language
- Significant experience with file systems and scale-out NAS implementation
- An MS or BSc in Computer Science, Computer Engineering, Electrical Engineering or a related field
It's an advantage if you have
- In-depth knowledge and hands-on experience with S3 and high-performance computing
- Excellent written and verbal business communication and presentation skills
- Hands-on lab and hardware management experience
- Experience working in a rapidly growing, entrepreneurial, dynamic start-up
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