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VAST Data is seeking a Customer Support Engineer to join its growing team supporting enterprise AI infrastructure customers. As a member of the Customer Support Engineering team, you will be regarded as a technical expert and key contributor to post-sales success, working alongside Support Engineers and Success Managers to handle all customer-facing technical operations and escalations.
Key responsibilities include responding to customer technical issues (both reactive and proactive), diagnosing problems, using hands-on troubleshooting to resolve issues, and escalating to engineering teams with detailed context when needed. You will develop and test solutions for strategically significant applications and use cases including file protocols, machine learning, object storage, and high-performance computing at customer sites and in the lab.
You will work directly with customers and cross-functional teams including pre-sales consulting, Professional Services for onsite field activities, and engineering teams. Daily responsibilities include building trusted customer relationships, completing technical operations, performing field services (installations, upgrades, break-fix, expansions), managing feature requests and bug reports, and identifying continuous improvement opportunities to ensure full product adoption.
Required qualifications include 5+ years in customer-facing pre-sales or post-sales roles with complex storage solutions, strong enterprise IT infrastructure and networking knowledge, Linux system administration expertise, bash scripting proficiency, and familiarity with at least one additional programming language. Significant hands-on experience with file systems and scale-out NAS implementation is essential. A degree in Computer Science, Computer Engineering, Electrical Engineering, or related field is required.
Advantages include in-depth S3 and high-performance computing knowledge, hands-on lab and hardware management experience, and startup environment experience. The role requires excellent written and verbal communication skills, ability to manage workload and case load with changing priorities, and willingness to travel approximately 20% of the time. Rotational weekend shifts occur once every 8-12 weeks with occasional holiday coverage.
