Customer Success Engineer II (4x10) - Cloud, Data Center, & Storage

Qumulo

8d•$95,000 - $130,000•Remote

About The Position

This is a remote role based in the USA providing technical support to Qumulo customers across the country. The Customer Success Engineer II owns customer cases through resolution across cloud deployments in AWS, Azure, and Google Cloud, as well as on-premises clusters running on certified partner hardware. The role works with Engineering and OEM partners as needed and supports customers through Slack, Teams, email, and calls. It is a weekend-coverage schedule of 8 a.m.–6 p.m. Central Time, Sunday through Wednesday, with a four-day workweek. The engineer works directly with enterprise customers across industries including media, healthcare, finance, and energy. Responsibilities include troubleshooting cloud and on-premises environments, diagnosing server hardware issues, coordinating OEM replacements, collaborating on complex issues, reproducing issues in a lab, improving documentation and runbooks, and helping onboard other engineers. The annual pay range is $95,000–$130,000, plus benefits and pre-IPO stock options. Individual compensation depends on factors including role level, relevant experience, and skills.

Requirements

Able to work 8 a.m.–6 p.m. Central Time, Sunday through Wednesday.
At least 3 years of customer-facing technical support, field engineering, or customer success experience in enterprise technology.
Able to diagnose failures involving SSDs, HDDs, NICs, PSUs, fans, and DIMMs, and manage replacements through vendor RMA processes.
Proficiency with Linux, including logs, diagnostic bundles, tcpdump, ss, ip, smartctl, and iostat.
Understanding of networking for enterprise storage, including VLANs, jumbo frames, and link aggregation.
Excellent written and verbal communication skills in English, with the ability to tailor communication to audiences such as storage administrators and CTOs.

Nice To Haves

Multilingual communication skills.
Experience with AWS, Azure, or Google Cloud; certifications such as AWS SysOps Administrator or Azure Administrator are a plus.
Experience supporting NFS or SMB file storage, including permissions and Active Directory, on platforms such as NetApp, Dell PowerScale (Isilon), Pure, or Qumulo.
Python, Bash, or other scripting skills.
Experience with modern AI development tools.

Responsibilities

Own customer cases in Slack, Teams, email, and calls through resolution, ensuring the customer understands the outcome.
Troubleshoot Qumulo deployments in AWS, Azure, Google Cloud, and customer hardware, including permissions, performance, networking, and file system behavior.
Diagnose server hardware issues and coordinate replacements with OEM partners such as HPE, Cisco, and Supermicro.
Manage complex issues with senior engineers, providing clean case summaries and attached diagnostic data during handover.
Reproduce customer issues in the lab to help Engineering diagnose problems and validate fixes.
Write knowledge base articles and improve team runbooks.
Flag recurring issues and product gaps to Engineering and Product.
Help onboard other Customer Success Engineers.
Cover other regions during critical escalations when needed.