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VAST Data is seeking a Customer Support Engineer to join its growing London team. VAST is a data platform company for the AI era, building enterprise software infrastructure to capture, catalogue, refine, enrich and protect massive datasets for real-time data analysis, AI training and inference.
In this role, you will be a technical expert and key member of the Customer Support Engineering team, handling daily technical operations and escalations. You'll be part of the "Flight Crew" supporting customers post-sale, working alongside Support Engineers and Success Managers.
Key responsibilities include:
- Responding to customer issues both reactively and proactively, using hands-on technical skills to resolve or escalate with detailed information
- Developing and testing solutions for strategically significant applications and use cases, including file protocols, machine learning, object storage, and high-performance computing
- Building trusted customer relationships through technical excellence and deep product knowledge
- Completing daily technical operations and working issues through to full resolution
- Performing field services including installations, upgrades, break-fix and expansions
- Managing feature requests and bugs with product and engineering teams
- Advocating for customer priorities and tracking escalations
- Identifying continuous improvement opportunities for customer adoption
- Supporting account teams on technical status and activities
- Meeting KPIs and SLAs while ensuring customer satisfaction
You will work directly with customers and cross-functional teams including pre-sales, Professional Services, and engineering.
Requirements:
- Right to work in the UK
- 5+ years of experience in customer-facing pre-sales or post-sales roles with complex storage solutions
- Ability to manage own time and caseload with rapidly changing priorities
- Extensive knowledge of enterprise IT infrastructure, networking, and storage
- Broad understanding of enterprise software world
- Knowledge and working experience with common Linux system administration tasks and Linux OS
- Good understanding of networking with hands-on experience in network configuration on Linux and troubleshooting
- Bash scripting required; familiarity with at least one other programming language
- Significant experience with file systems and scale-out NAS implementations
- MS or BSc in Computer Science, Computer Engineering, Electrical Engineering, or related field
Advantages:
- In-depth knowledge and hands-on experience with S3 and high-performance computing
- Excellent written and verbal business communication and presentation skills
- Hands-on lab and hardware management experience
- Experience in rapidly growing, entrepreneurial, dynamic start-ups
