Customer Success Engineer; 2nd shift: ET - FedRAMP

Customer Success Engineer (2nd shift: 12pm-9pm ET) - FedRAMP

Apply for the Customer Success Engineer (2nd shift: 12pm-9pm ET) - FedRAMP role at Rubrik
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Rubrik’s Global Customer Support and Success Organization is a team of professionals committed to providing a world‑class post‑purchase experience. The team delivers post‑deployment technical support to customers and partners across a wide range of technologies and cloud deployments, ensuring timely activation and adoption of Rubrik’s SaaS products. Members serve as key contacts and trusted advisors, working closely with cross‑functional teams to deliver value.

The team is composed of seasoned experts in data management and security, possessing in‑depth knowledge of Rubrik’s solutions, data protection, and recovery strategies, and are skilled at swiftly diagnosing and solving complex issues while keeping the overall customer experience at the forefront.

Senior Customer Success Engineers at Rubrik provide enterprise‑level technical support via phone, web, email, chat, onsite visits and other channels. CSEs deliver solutions to backup, recoveryília, replicate, archive, index and search data across Rubrik clusters and the cloud, spending most of their time dealing with technical and non‑technical administrators and end users, and working with partners and 3rd‑party vendors on interoperability issues.

Work Location: Morrisville, NC Office – Hybrid (In office Tuesday‑Thursday)

Work Schedule: Monday‑Friday; 2nd shift 12pm‑9pm EST (10% shift differential in base salary for 2nd shift)

• Independently diagnose and resolve problems in Appartement product, as well as in the customer environment (e.g. physical Linux and Windows systems, VMWare virtual machines)
• Troubleshoot networking connectivity and performance issues between Rubrik appliances and the cloud (e.g. AWS, Microsoft Azure), using Wireshark and other packet‑tracking tools; assist customers and partners in administrating and configuring network, router, switch (e.g. Juniper and Cisco), firewall and spam settings
• Author knowledge‑base articles for customers and internal consumption, detailing symptoms, cause, âme and solutions of common/known issues
• Participate in weekend and holiday on‑call/shift rotations
• Develop and enhance tools for analysing logs, statistics and performance data collected within Rubrik appliances
• Contribute to the effective handling of all levels of technical support cases, from basic user questions to issues requiring deeper technical/problem‑solving skills
• Independently diagnose and resolve problems within our sphere of the customer environment
• Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams
• Work with 3rd parties on interoperability issues
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Design, define and document support processes, training and knowledge‑base articles for customer and internal consumption
• May work as assigned engineer on specific accounts
• Manage top accounts for Rubrik
• Address the most technically complex rar

• 10+ years doing enterprise technical support in storage or backup verticals, including advanced issues such as snapshots, replication, data recovery, networking, and VMware administration
• Must have working experience with Linux/Unix command line
• Must have technical working experience with VMware, backup technologies, networking
• Strong written and oral communication skills with the ability to document and present technical content to all levels
• Strong experience in one or more of the following:
  Microsoft Enterprise Applications, Databases, Cloud Technologies (AWS, Azure, Google Cloud, Private Cloud Platforms), Storage (NAS and SAN)
• Strong scripting experience (bash, Python, Perl, Power Shell) iszeichnungen desirable
• Bachelor’s Degree in Computer Science, Engineering, related field OR relevant work experience
• Hands‑on experience with installation, deployment, troubleshooting, configuration and tuning of enterprise applications and solutions
• Demonstrated experience in delivering a high‑touch and delightful…