Customer Support Engineer - Greater London - VAST Data

    VAST Data
    VAST Data Greater London

    2 days ago

    Description

    VAST Data is looking for a Customer Support Engineer 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. We are 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.

    Our success has been built through intense innovation, a customer‑first mentality and a team of fearless VASTronauts who leverage their skills and experiences to make real market impact.

    Responsibilities

    • Respond to customer issues (reactive and proactive), evaluate problems, use hands‑on keyboard skills, and escrow to engineering when needed.
    • Develop and test solutions for key use cases (file protocols, machine learning, object storage, high‑performance computing) at customer sites and in the lab.
    • Work directly with customers and various business functions—consulting pre‑sales teams on technical sales activities, supporting Professional Services with onsite field activities, and collaborating with engineering teams to solve technical problems.
    • Build trusted customer relationships based on a customer‑first mindset, technical excellence, and command of VAST product.
    • Respond to technical support issues quickly, working hands‑on keyboard to solve or escalating the issues while communicating clearly.
    • Complete daily technical operations as needed 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 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 to provide 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 while ensuring customer happiness and satisfaction.

    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 languages.
    • Significant experience required in the areas of file systems and scale‑out NAS implementation.
    • An advantage to candidates that have 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.
    • 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.

    Employment Details


    Employment type: Full‑time


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