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VAST Data is seeking a Customer Support Engineer to join its growing technical support team. As a member of the "Flight Crew," you will serve as a technical expert for enterprise customers, handling post-sales technical operations, escalations, and support activities.
Key responsibilities include responding to customer technical issues (both reactive and proactive), diagnosing problems, and resolving them hands-on or escalating to engineering with detailed context. You will develop and test solutions for strategically significant use cases including file protocols, machine learning, object storage, and high-performance computing, working both at customer sites and in the lab.
You will build trusted customer relationships by combining technical excellence with a customer-first mindset. Daily responsibilities include managing technical operations, performing field services (installations, upgrades, break-fix, expansions), and submitting/managing feature requests and bugs to product teams. You will advocate for assigned accounts, tracking and following up on escalations, bugs, and feature requests to ensure continuous improvement and full product adoption.
Collaboration is central to the role: you will work directly with customers, consult with pre-sales teams on technical sales activities, support Professional Services with onsite field work, and partner with engineering teams to solve complex technical problems. You will also guide VAST account teams on technical status and activities, balancing KPI and SLA targets with customer satisfaction and happiness.
