Customer Support Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Support Engineer

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Hammerspace

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

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.

📋 Description

• Provide Hammerspace customers with top-tier support by solving L3/L4 technical issues in a timely fashion • Work third-shift coverage when needed for Asia and the West Coast • Partner with sales, product, and engineering to meet customer needs • Prioritize and drive resolution for escalated customer issues • Provide product and engineering teams with feedback on product gaps and improvement opportunities • Document systematic learnings for the Customer Knowledge Base • Leverage toolsets and cross-functional team members to identify and resolve customer technical issues • Participate in team ceremonies for knowledge sharing, team growth, and support-process iteration

🎯 Requirements

• 8+ years in a customer support role • Must have L3/L4 support experience • Experience working in cloud, storage, and networking environments • Must have experience working for a Data Storage or Data Management company • Ability to analyze system and network diagnostics and clearly articulate issues • Understanding of SMB and NFS protocols and tools • Understanding of Active Directory and Kerberos systems • Understanding of networking protocols and network packet-capture analysis • Previous scripting experience strongly desired • Ability to parse and analyze system logs • Exceptional communication skills and ability to prioritize competing escalations • Excellent troubleshooting skills and ability to work with cross-functional teams • Willingness to work third shift when needed to cover Asia and the West Coast • Multilingual candidates preferred