Customer Support Engineer – Level 1

October 22

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Hammerspace

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SaaS • Enterprise • Artificial Intelligence

Hammerspace is a provider of a high-performance data platform that unifies and orchestrates distributed unstructured data across on-premises, cloud, and edge storage into a single global namespace. It delivers a standards-based parallel file system, metadata-driven policy engine, and Tier 0 NVMe capabilities to accelerate AI, HPC, and GPU workloads, and is available as software, integrated appliances, and through cloud marketplaces for enterprise customers.

51 - 200 employees

Founded 2018

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

📋 Description

• Provide Hammerspace customers with top-tier support by solving their technical issues and replying to them in a timely fashion • Partner with sales, product & engineering to ensure that customer’s needs are met • Prioritize and drive resolution for escalated customer issues • Document systematic learnings so that they can be leveraged in our Customer Knowledge Base • Leverage current toolsets and cross functional team members to creatively identify and resolve customer technical issues • Participate in team ceremonies to ensure proper knowledge sharing, team growth and iteration on our support processes

🎯 Requirements

• 7+ years in a customer support role, with experience working in cloud, storage, networking environments • Ability to analyze system and network diagnostics to clearly articulate issue to customer and internal cross-functional team • Understanding of SMB & NFS protocols tools • Understanding of Active Directory & Kerberos systems • Understanding of networking protocols and entry level analysis of network packet captures • Previous scripting experience a plus • Ability to parse and analyze system logs • Exceptional communication skills, with ability to prioritize competing escalations • Excellent troubleshooting skills and ability to work with cross-functional teams • Multilingual candidates preferred

🏖️ Benefits

• Health plans for medical, dental, vision, life and disability • 401k plans • Flexible time off