At a Glance
- 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, travel, and hands-on experience.
- Other info: Expect occasional travel and a rotational weekend shift every 8-12 weeks.
- 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.
The predicted salary is between 36000 - 60000 £ per year.
Customer Support Engineer, London
VAST Data is looking for a Customer Support Engineer to join our growing team in London!
This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organisation at the centre of the hurricane 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, catalogue, refine, enrich and protect massive datasets and make them available for real-time data analysis, 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 centre, edge and cloud.
Our success has been built through intense innovation, a customer-first mentality and a team of fearless VASTronauts who use their skills and experience 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 member of the Customer Support Engineering team, you will be regarded as a VAST Data technical expert and will be involved in daily technical operations and escalations. You will be part of the VAST "Flight Crew" for our customers, working with a small team of Support Engineers and Success Managers to handle all post-sales activity for each customer.
Your main responsibilities include:
- responding to customer issues, both reactively and proactively
- evaluating each problem
- using hands-on-keyboard skills to resolve it, or escalating to engineering with as much detail as possible when you can't
You will also help develop and test solutions for strategically and tactically significant applications and use cases, both at customer sites and in the lab. These include:
- file protocols
- machine learning
- object storage
- high-performance computing
You will work directly with customers and with teams across the business. That means consulting pre-sales teams on technical sales activities, supporting Professional Services with onsite field work, and partnering with our engineering teams to solve technical problems.
What you'll do
- Build trusted customer relationships based on your customer-first mindset, technical excellence and command of the VAST product
- Respond quickly to technical support issues, working hands-on-keyboard to solve or escalate them while keeping customers informed throughout
- Complete daily technical operations for customers, working issues through to full resolution and closure
- Perform and support field services for customers, including installations, upgrades, break-fix and expansions
- Submit and manage feature requests and bugs with the product marketing and development teams
- Advocate for the priorities of your assigned accounts, continuously tracking and following up on bugs, feature requests and escalations
- Identify opportunities for continuous improvement to ensure customers fully adopt and use VAST products
- Support and guide VAST account teams on each account's technical status and activities
- Manage your workload to meet KPIs and VAST SLAs while ensuring customer happiness and satisfaction
What you'll bring
- The right to work in the UK
- 5+ years of experience in customer-facing pre-sales or post-sales positions working with complex storage solutions
- The ability to manage your own time and caseload with rapidly changing priorities
- Extensive knowledge and experience in enterprise IT infrastructure, networking and storage, along with a broad understanding of the enterprise software world
- Knowledge and working experience of common Linux system administration tasks and the Linux OS in general
- A good understanding of networking, with working experience of network configuration on Linux and network troubleshooting
- Scripting and programming skills: bash scripting is required, plus familiarity with at least one other programming language
- Significant experience with file systems and scale-out NAS implementation
- An MS or BSc in Computer Science, Computer Engineering, Electrical Engineering or a related field
It's an advantage if you have
- In-depth knowledge and hands-on experience with S3 and high-performance computing
- Excellent written and verbal business communication and presentation skills
- Hands-on lab and hardware management experience
- Experience working in a rapidly growing, entrepreneurial, dynamic start-up
Customer Support Engineer - London employer: VAST Data
VAST Data is an exceptional employer that fosters a collaborative and innovative work culture in the heart of London. With a strong focus on employee growth, we offer comprehensive training and development opportunities, ensuring that our team members thrive in their roles. Our commitment to maintaining a high-quality customer experience is matched by our dedication to creating a supportive environment where every employee can contribute meaningfully and advance their career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Engineer - London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VAST Data. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like VAST Data before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Engineer - London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to VAST Data:Your cover letter is your chance to shine! Tell us why you want to work at VAST Data specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at VAST Data!
How to prepare for a job interview at VAST Data
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
