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- Tasks: Join our team as a Customer Support Engineer, solving technical issues and supporting customers daily.
- Company: VAST Data is a leading infrastructure company revolutionising data management for the AI era.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and innovation in tech.
- Why this job: Be part of a fast-growing company making a real impact in AI and data management.
- Qualifications: 5+ years in customer-facing roles with expertise in IT infrastructure and Linux systems required.
- Other info: Expect occasional travel and a rotational weekend shift every 8-12 weeks.
The predicted salary is between 36000 - 60000 £ per year.
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 at the centre of the revolution in artificial intelligence.
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. 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.
As a Customer Support Engineering team member, you will be regarded as a VAST Data technical expert and involved in daily technical operations and escalations. You will work with a small team of other Support Engineers and Success Managers to handle all post-sales activity for the customer. The main responsibilities include:
- Responding to customer issues (reactive and proactive), evaluating the problem, using hands-on-keyboard skills to solve the issue, and escalating to engineering with as much detail as possible when necessary.
- Developing and testing solutions in strategically and tactically significant applications and use cases, including file protocols, machine learning, object storage, and high-performance computing at customer sites and in the lab.
- Working 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.
The Role:
- Build trusted customer relationships based on your customer-first mindset, technical excellence, and command of VAST product.
- Respond to technical support issues quickly, working hands-on-keyboard to solve or escalate the issues while being highly communicative.
- Complete daily technical operations as needed for the customers, working technical issues to full resolution and closure.
- Perform and support field services for customers: installations, upgrades, break-fix, and expansions as needed.
- Submit and manage Feature Requests and/or Bugs into product marketing and development teams.
- Advocate for the priorities of your 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 with 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 around 20% of the time.
- Rotational weekend shift once every 8-12 weeks and occasional holiday coverage.
Customer Support Engineer - London employer: BlueSnap, Inc
Contact Detail:
BlueSnap, Inc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Engineer - London
✨Tip Number 1
Familiarise yourself with VAST Data's products and services. Understanding their data management vision and how they integrate AI into their infrastructure will help you speak confidently about their offerings during interviews.
✨Tip Number 2
Brush up on your technical skills, especially in Linux system administration and networking. Being able to demonstrate hands-on experience with these technologies will set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of VAST Data. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
✨Tip Number 4
Prepare for scenario-based questions that assess your problem-solving abilities. Think of examples from your past experiences where you've successfully resolved technical issues or improved customer satisfaction.
We think you need these skills to ace Customer Support Engineer - London
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Customer Support Engineer position at VAST Data. Tailor your application to highlight relevant experience in customer-facing roles and technical expertise in storage solutions.
Highlight Technical Skills: In your CV and cover letter, emphasise your technical skills, especially in Linux system administration, networking, and scripting. Provide specific examples of how you've used these skills in previous roles to solve customer issues or improve processes.
Showcase Customer-Centric Mindset: VAST Data values a customer-first mentality. Use your application to demonstrate how you've built trusted relationships with customers in the past, resolved their issues effectively, and contributed to their satisfaction and success.
Tailor Your Application: Make sure your CV and cover letter are tailored specifically for this role. Use keywords from the job description, such as 'technical support', 'feature requests', and 'customer happiness', to ensure your application stands out to recruiters.
How to prepare for a job interview at BlueSnap, Inc
✨Show Your Technical Expertise
As a Customer Support Engineer, you'll need to demonstrate your technical knowledge. Be prepared to discuss your experience with complex storage solutions, Linux system administration, and networking. Highlight specific projects or challenges you've tackled in these areas.
✨Emphasise Customer-Centric Mindset
VAST Data values a customer-first mentality. During the interview, share examples of how you've built trusted relationships with customers and resolved their issues effectively. Show that you understand the importance of customer satisfaction in a support role.
✨Prepare for Hands-On Problem Solving
Expect to discuss real-world scenarios where you've had to troubleshoot technical issues. Be ready to explain your thought process and the steps you took to resolve problems. This will showcase your hands-on-keyboard skills and ability to think critically under pressure.
✨Demonstrate Adaptability and Time Management
With rapidly changing priorities in this role, it's crucial to show that you can manage your time effectively. Discuss how you've balanced multiple tasks or cases in previous positions, and provide examples of how you've adapted to new challenges or changes in workload.
