Customer Support Engineer - West

Hammerspace

4d

About The Position

Hammerspace is seeking a highly skilled and experienced Customer Support Engineer for the West Coast, who will ensure the overall success and retention of our customer base in the West and Asia. The ideal candidate will have excellent troubleshooting skills coupled with a deep understanding of filesystems, storage and networking. The Customer Support Engineer will engage with our customers to understand and resolve their complex technical issues, leveraging their strong technical acumen and stellar communication skill

Requirements

• 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

Nice To Haves

• Multilingual candidates preferred

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed