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VAST Data is seeking a Customer Support Engineer to join its rapidly expanding infrastructure team. As a technical expert within the Customer Support Engineering team, you will serve as part of VAST's "Flight Crew," working alongside Support Engineers and Success Managers to manage all post-sales customer activities.
Key responsibilities include responding to both reactive and proactive customer technical issues, diagnosing problems, and applying hands-on technical skills to resolve them. When issues exceed your scope, you will escalate to engineering with comprehensive documentation. You will develop and test solutions for strategically important use cases including file protocols, machine learning, object storage, and high-performance computing—both at customer sites and in the lab.
You will build trusted customer relationships by combining a customer-first mindset with technical excellence and deep product knowledge. Daily responsibilities include completing technical operations, managing support tickets to full resolution, and performing field services such as installations, upgrades, break-fix work, and system expansions. You will also submit and manage feature requests and bug reports to product and development teams, serving as an advocate for assigned accounts by tracking and following up on escalations.
Additional duties include identifying continuous improvement opportunities to maximize customer adoption and product usage, guiding VAST's account teams on technical status and activities, and balancing KPI/SLA targets with customer satisfaction. You will collaborate across business functions, consulting with pre-sales teams on technical sales activities and supporting Professional Services with onsite field work.
This role offers the opportunity to contribute at a pivotal moment in both VAST Data's growth and the broader AI infrastructure revolution, working with one of the fastest-growing infrastructure companies in the industry.
