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VAST Data is seeking a Customer Support Engineer to join its growing team in San Francisco. VAST Data is a data platform company for the AI era, building enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets for real-time analysis and AI training/inference. The company is one of the fastest-growing infrastructure companies, positioned at the center of the AI revolution.
In this role, you will be a technical expert and key member of VAST's "Flight Crew," working with a small team of Support Engineers and Success Managers to handle all post-sales customer activities. You will be regarded as a VAST Data technical authority, involved in daily technical operations and escalations.
Key responsibilities include:
- Responding to customer issues (both reactive and proactive), evaluating problems, and using hands-on technical skills to resolve issues or escalate to engineering with detailed context
- Developing, testing, and supporting solutions in strategically significant applications including file protocols, machine learning, object storage, and high-performance computing at customer sites and in the lab
- Building trusted customer relationships based on technical excellence and customer-first mindset
- Completing daily technical operations and working issues to full resolution
- Performing field services including installations, upgrades, break-fix, and expansions
- Submitting and managing feature requests and bugs with product and development teams
- Advocating for assigned accounts and tracking bugs, feature requests, and escalations
- Identifying continuous improvement opportunities to ensure full product adoption
- Supporting account teams on technical status and activities
- Balancing KPI and SLA targets with customer satisfaction
You will work directly with customers and cross-functional teams including pre-sales, Professional Services, and engineering.
