Customer Support Engineer- Onsite
VAST Data
Customer Support Engineer- Onsite
- Customer Support
- London
- Full-time
Description
VAST Data is looking for a Customer Success Engineer based in West London to join our growing team!
This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being 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, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and 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 center, edge, and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless VASTronauts who leverage their skills & experiences 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 Dedicated Customer Success Engineering (DSE) team member you will be regarded as a VAST Data product expert. You will be responsible for handling daily operations, managing escalations, and working directly with our customer from their prestigious site in West London. The main responsibilities include working support case, answering questions in Slack, and managing escalations. Your work will span a myriad of applications and use cases, including machine learning high-performance computing, artificial intelligence applications, and others. You will consult on pre-sales and technical sales activities and will work on escalated technical support issues to resolution, interfacing with the customer and the development team. This role is located at the customer site.
THE ROLE:
- Become a VAST Data product expert.
- Be accountable to complete daily technical operations and manage escalations.
- Be accountable to populate dashboards reporting back to the account team and customer support metrics and stats.
- Build rapport and establish a good relationship with the customer - be a trusted advisor to the customer’s technical team.
- Work support issues to full resolution and closure (requires working directly with customers and VASTS engineering teams).
- Perform customer installations, upgrades, expansions and field maintenance procedures.
- Lead and coordinate regular monthly and quarterly customer review meetings.
- Make the product better by submitting feature requests and bugs.
- Identify opportunities for customers to fully adopt and use VAST features.
REQUIREMENTS
- Overall 5+ years of experience in customer-facing, pre-sale/post-sale positions working with complex storage solutions.
- Ability to manage own time.
- 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, and familiarity with one or more programming languages
- Significant experience required in the areas of file systems and scale-out NAS Implementation
- In-depth knowledge and hands-on experience with S3 and high-performance computing.
- Excellent business written and verbal communication and presentation skills.
- An advantage to candidates that have hands-on lab and hardware management experience.
- An advantage to candidates that have experience working in a rapidly growing entrepreneurial, dynamic start up.
- An advantage to candidates that have sapi, scripting and automation experience.
MS or B.Sc. in CS, CE, EE or related fields.
- This role is based onsite in London.