About hirevault
hirevault is a global leader in data protection, helping organizations secure, manage, and recover their most critical information across on‑premises, hybrid, and multi‑cloud environments. With a mission to secure the world’s data, hirevault delivers industry‑leading solutions that combine Zero Trust Data Security™ with advanced machine‑learning analytics. Our customers range from fast‑growing startups to Fortune 500 enterprises, all of whom rely on hirevault to keep their data safe, available, and compliant.
Why This Role Matters
Data is the lifeblood of every modern organization. As a Senior Customer Success Engineer you will be the trusted technical advisor who ensures that hirevault’s customers derive maximum value from our platform. You will partner with customers, partners, and internal engineering teams to solve complex problems, accelerate adoption, and ultimately protect the data that powers their businesses.
Key Responsibilities
- Diagnose and resolve complex technical issues across hirevault’s data protection suite, including backup, recovery, replication, archiving, indexing, and search functionalities.
- Provide enterprise‑level support via phone, web, email, chat, and on‑site visits, ensuring timely and accurate resolutions for both technical and non‑technical stakeholders.
- Investigate and troubleshoot networking connectivity and performance challenges between hirevault appliances and public clouds (AWS, Microsoft Azure, Google Cloud) using tools such as Wireshark, tcpdump, and other packet‑analysis utilities.
- Collaborate with customers to configure and optimize network devices (routers, switches, firewalls) from vendors like Juniper, Cisco, and Palo Alto.
- Author and maintain high‑quality knowledge‑base articles, detailing symptoms, root causes, work‑arounds, and permanent solutions for recurring issues.
- Participate in on‑call rotations, including weekends and holidays, to provide 24×7 coverage for critical incidents.
- Work closely with hirevault’s Engineering, Quality Assurance, and Product Management teams to reproduce customer issues in lab environments and drive product improvements.
- Develop and enhance internal tools for log analysis, performance monitoring, and automated diagnostics.
- Guide customers through the activation and adoption phases of hirevault’s SaaS offerings, ensuring rapid time‑to‑value.
- Manage top‑tier accounts, acting as the primary escalation point for the most technically demanding cases.
- Design, document, and deliver training materials and support processes for both internal teams and external customers.
- Maintain meticulous case records, ensuring proper escalation, documentation, and closure in accordance with hirevault’s service standards.
- Partner with third‑party vendors to resolve interoperability challenges and ensure seamless integration with complementary technologies.
Essential Qualifications
- 10+ years of enterprise‑level technical support experience in storage, backup, or data protection domains, with deep expertise in snapshots, replication, data recovery, networking, and VMware administration.
- Proficiency with Linux/Unix command‑line environments and strong troubleshooting skills on physical and virtual systems.
- Hands‑on experience with VMware, hyper‑visors, and major backup technologies.
- Excellent written and verbal communication abilities, capable of translating complex technical concepts for audiences of all levels.
- Demonstrated expertise in at least one of the following areas: Microsoft Enterprise Applications, relational databases, cloud platforms (AWS, Azure, Google Cloud, private clouds), or storage (NAS/SAN).
- Strong scripting skills (Bash, Python, Perl, PowerShell) are highly desirable.
- Bachelor’s degree in Computer Science, Engineering, or a related discipline, or equivalent professional experience.
- Proven track record of delivering a high‑touch, delightful customer experience.
- U.S. citizenship (required for certain government‑related background checks).
- Willingness to work on‑site Tuesday‑Thursday in the Morrisville, NC office (RTP area preferred).
Preferred Qualifications & Additional Skills
- Certifications such as VCP‑DCV, AWS Certified Solutions Architect, or similar cloud‑focused credentials.
- Experience with security frameworks and compliance standards (e.g., SOC 2, ISO 27001, GDPR, HIPAA).
- Familiarity with container orchestration platforms (Kubernetes, Docker) and modern DevOps toolchains.
- Ability to mentor junior engineers and contribute to the continuous improvement of support processes.
- Exposure to public‑trust or law‑enforcement background screening processes (Tier 1, Tier 2, CJIS).
Core Skills & Competencies
- Analytical Thinking: Ability to dissect complex problems, identify root causes, and devise effective solutions quickly.
- Customer‑Centric Mindset: Commitment to delivering exceptional service and building long‑term relationships.
- Collaboration: Comfortable working across cross‑functional teams, including engineering, product, and sales.
- Adaptability: Thrive in a fast‑changing environment with evolving technologies and shifting priorities.
- Technical Writing: Produce clear, concise documentation for both internal and external audiences.
- Time Management: Prioritize multiple cases and projects while meeting SLA commitments.
Career Growth & Learning Opportunities
At hirevault, your professional development is a top priority. As a Senior Customer Success Engineer you will have access to:
- Continuous learning programs, including certifications, technical workshops, and leadership development tracks.
- Mentorship from senior architects and product managers who will help you deepen your expertise in cloud data protection.
- Opportunities to transition into specialized roles such as Solutions Architect, Technical Account Manager, or Product Engineer.
- Participation in internal hackathons and innovation labs where you can influence the next generation of hirevault products.
- Global exposure through collaboration with customers and partners across multiple continents.
Work Environment & Culture at hirevault
hirevault fosters an inclusive, merit‑based culture where every voice is heard and every employee can thrive. Our core values include:
- Integrity: We act with honesty and transparency in all interactions.
- Innovation: We challenge the status quo and continuously push the boundaries of data security.
- Collaboration: We succeed together, leveraging diverse perspectives to solve the toughest problems.
- Customer Success: Our customers’ achievements are our greatest reward.
The Morrisville office offers a hybrid work model (in‑office Tuesday‑Thursday) with modern workspaces, collaborative zones, and quiet rooms for focused work. We celebrate diversity through employee resource groups, regular community‑building events, and a commitment to equitable growth for all team members.
Compensation, Perks, & Benefits
hirevault offers a competitive total rewards package that includes:
- Base salary ranging from $119,500 to $179,300 USD, commensurate with experience and location.
- Performance‑based annual bonus potential.
- Equity awards that align your success with the company’s growth.
- Comprehensive health, dental, and vision coverage for you and your dependents.
- Generous paid time off, parental leave, and flexible work arrangements.
- Retirement savings plans with company matching contributions.
- Professional development stipend, tuition reimbursement, and certification support.
- Wellness programs, including on‑site fitness facilities, mental‑health resources, and employee assistance programs.
- Employee referral bonuses and recognition programs that celebrate outstanding contributions.
Commitment to Inclusion & Equal Opportunity
hirevault is proud to be an Equal Opportunity Employer. We welcome applicants of all backgrounds, including veterans, people with disabilities, and members of underrepresented groups. Our hiring practices are designed to eliminate bias and ensure fairness at every stage. If you require a reasonable accommodation to apply for this role, please contact us at hr@hirevault.com.
Application Process & Next Steps
If you are passionate about data security, thrive in a fast‑paced technical environment, and are eager to make a tangible impact for global enterprises, we want to hear from you. To apply, click the link below, submit your resume, and include a brief cover letter highlighting your most relevant experience.
Apply for the Senior Customer Success Engineer role now!
Join hirevault and become a pivotal part of a team that safeguards the data that powers the world’s most innovative organizations.
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