Senior Customer Support Engineer -FED

Senior Customer Support Engineer
- Federal (DC Area)

Hammerspace is a Data Platform that centralizes data logically into a unified namespace and allows for decentralized accelerated access. Hammerspace is seeking a highly skilled and experienced Senior Customer Support Engineer
- Federal (DC Area) to ensure the overall success and retention of our customer base in FED accounts. The ideal candidate will have excellent troubleshooting skills coupled with a deep understanding of file systems, storage and networking. The Sr Customer Support Engineer will engage with our customers to understand and resolve their complex technical issues, leveraging their strong technical acumen and stellar communication skills.

• Provide Hammerspace customers with top-tier support by solving their technical issues in a timely fashion.
• Partner with sales, product & engineering to ensure that customers' 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.

• 8+ years in a customer support role, with experience working in cloud, storage, networking environments.
• 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.

The anticipated base salary range for this role is $150,000-$200,000. Actual compensation will be determined by several factors including, but not limited to, level of professional/education experience, skills/abilities, internal equity, and budgetary considerations. In addition, Hammerspace offers a broad range of health plans for medical, dental, vision, life and disability. We also offer 401k plans and flexible time off.

Hammerspace is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, gender, religion, sex, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.