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VAST Data is seeking a Customer Support Engineer to join its growing technical support team in San Jose. You will serve as a technical expert and key member of the "Flight Crew" supporting enterprise customers deploying VAST's AI-era data platform infrastructure.
In this role, you will handle post-sales technical operations and customer escalations, responding to both reactive and proactive support issues. Your responsibilities include diagnosing technical problems, using hands-on troubleshooting to resolve issues, and escalating complex problems to engineering with detailed context when needed. 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.
Key responsibilities:
- Respond quickly to customer technical issues with a customer-first mindset and technical excellence
- Perform hands-on-keyboard troubleshooting to solve or properly escalate issues while maintaining clear communication
- Execute daily technical operations for assigned customers, driving issues to full resolution
- Support field services including installations, upgrades, break-fix work, and expansions
- Submit and manage feature requests and bug reports to product and engineering teams
- Advocate for customer priorities, tracking and following up on bugs, feature requests, and escalations
- Identify continuous improvement opportunities to maximize customer adoption and product usage
- Guide VAST account teams on technical status and support activities
- Balance KPI and SLA targets with customer satisfaction
You will work directly with customers, pre-sales consulting teams, Professional Services, and engineering teams to solve technical problems and support business objectives. This is an opportunity to be a key contributor at a pivotal time in the company's growth and in the AI infrastructure revolution.
