Note: The job is a remote job and is open to candidates in USA. Hammerspace is a Data Platform that centralizes data logically into a unified namespace and allows for decentralized accelerated access. They are seeking a highly skilled and experienced Customer Support Engineer for the West Coast to ensure the overall success and retention of their customer base. The role involves resolving complex technical issues, collaborating with various teams, and providing exceptional customer support.
Responsibilities
- Provide Hammerspace customers with top-tier support by solving their L3/L4 technical issues in a timely fashion
- Willingness to work "3rd shift" when needed, to cover Asia as well as the west coast
- Partner with sales, product & engineering to ensure that customer’s needs are met
- Prioritize and drive resolution for escalated customer issues
- Provide feedback to product and engineering teams on product gaps and opportunities for improvement
- Document systematic learnings so that they can be leveraged in our Customer Knowledge Base
- Leverage current toolsets and cross functional team members to creatively identify and resolve customer technical issues
- Participate in team ceremonies to ensure proper knowledge sharing, team growth and iteration on our support processes
Skills
- 8+ years in a customer support role (Must have L3/L4 experience), with experience working in cloud, storage, networking environments
- Candidates MUST have experience working for a Data Storage or Data Management company
- Ability to analyze system and network diagnostics to clearly articulate issue to customer and internal cross-functional team
- Understanding of SMB & NFS protocols tools
- Understanding of Active Directory & Kerberos systems
- Understanding of networking protocols and analysis of network packet captures
- Previous scripting experience strongly desired
- Ability to parse and analyze system logs
- Exceptional communication skills, with ability to prioritize competing escalations
- Excellent troubleshooting skills and ability to work with cross-functional teams
- Multilingual candidates preferred
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