Customer Support Engineer

VAST Data is looking for a Customer Support Engineer to join our growing team!

Our mission is to build the enterprise software infrastructure for the AI era. We capture, catalog, refine, and protect massive datasets, enabling real‑time analysis and AI training and inference.

As a member of the Customer Support Engineering team you will be a technical expert, handling daily operations and escalations, and working closely with customers and engineering to resolve complex issues.

• Build trusted customer relationships based on customer‑first mindset and technical excellence.
• Respond to technical support issues quickly, using hands‑on keyboard skills to resolve or appropriately elevate problems.
• Complete daily technical operations and drive issues to full resolution and closure.
• Perform and support field services: installations, upgrades, break‑fix, and expansions.
• Submit and manage feature requests and bugs with product marketing and development teams.
• Advocate for prioritized account needs, continuously tracking and following up on bugs, requests, and escalations.
• Identify opportunities for continuous improvement to ensure full product adoption and usage.
• Guide account teams on technical status and activities.
• Manage workload to balance KPIs, SLAs, and customer satisfaction.

• 5+ years of customer‑facing roles in pre‑sale/post‑sale positions with complex storage solutions.
• Strong time‑management skills and ability to handle rapidly changing priorities.
• Extensive knowledge of enterprise IT infrastructure, networking, storage, and enterprise software.
• Proficient in Linux system administration and common tasks.
• Solid understanding of networking and experience with Linux network configuration and troubleshooting.
• Proficiency in bash scripting; familiarity with additional programming languages.
• Significant experience with file systems and scale‑out NAS implementation.
• Advantage: in‑depth knowledge of S3 and high‑performance computing.
• Excellent business written and verbal communication and presentation skills.
• Advantage: hands‑on lab, hardware management, and start‑up experience.
• MS or
  
  B.Sc. in CS, CE, EE, or related field.
• Willingness to travel up to 20% of the time, with rotational weekend shifts and occasional holiday coverage.

Mid‑Senior level

Full‑time

Information Technology

Software Development