Customer Support Engineer

Role overview

As a Customer Support Engineer at VAST Data, you will act as a technical expert handling daily support operations and escalations. You’ll work closely with customers and internal teams to resolve complex issues, advocate for assigned accounts, and ensure KPIs and SLAs are met while maintaining strong customer satisfaction.

Key responsibilities

• Respond to customer technical issues: evaluate problems and resolve them using hands-on skills
• Manage escalations and daily operations across support workflows
• Perform field services as needed
• Track and manage feature requests and bugs
• Build trusted customer relationships through technical excellence and strong command of VAST product
• Balance workload to meet KPIs and VAST SLAs while ensuring customer happiness

Requirements

• Travel required: ~20% of the time
• Scripting/programming skills; bash scripting is required and familiarity with at least one additional programming language is needed
• Significant experience with:
  • File systems
  • Scale-out NAS implementation
• Linux system administration knowledge and experience
• Networking knowledge and ability to troubleshoot network issues on Linux
• 5+ years of experience in customer-facing (pre-sale/post-sale) roles working with complex storage solutions
• Broad understanding of enterprise IT infrastructure, networking, and storage
• Communication skills: strong business written/verbal communication and presentation
• On-call/shift coverage: rotational weekend shift once every 8–12 weeks and occasional holiday coverage
• Ability to manage own time and case load with rapidly changing priorities

Nice to have

• Experience in a rapidly growing startup
• Hands-on lab and hardware management experience
• In-depth hands-on knowledge with S3 and high-performance computing (HPC)

Location / work model

• Full remote (listed with New York, US), with periodic travel for field services and coverage shifts.