Vastdata Customer Support Engineer - London 

United Kingdom, England, London 

359766101

"VAST's data management vision is the future of the market." - Forbes

As a Customer Support Engineering team you will be regarded as a VAST Data technical expert and, as such, you will be involved in daily technical operations and escalations. You will be a part of VAST “Flight Crew” for our customers, working with a small team of other Support Engineers and Success Managers to handle all post-sales activity for the customer.

The main responsibilities include responding to customer issues (reactive and proactive), evaluating the problem, using hands-on-keyboard skills to solve for the issue, and escalating to engineering with as much detail as possible when you can’t. You will also be involved in developing and testing and solutions in strategically and tactically 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 various business functions: consulting pre-sales teams on technical sales activities, supporting Professional Services with onsite field activities and our engineering teams to solve technical problems.

The Role

•  Build trusted customer relationships based on your customer-first mindset, technical excellence and command of VAST product
• Respond to technical support issues quickly, working hands-on-keyboard to solve or escalate the issues while being highly communicative
• Complete daily technical operations as needed for the customers, working technical issues to full resolution and closure.
• Perform and support field services for customers: installations, upgrades, break-fix and expansions as needed
• Submit and manage Feature Requests and/or Bugs into product marketing and development teams.
• Advocate for the priorities of your assigned accounts and continuously track and follow up on bugs, feature requests and escalations.
• Identify opportunities to provide continuous improvement for customers to ensure full adoption and usage of VAST products.
• Support and guide VAST data account teams on account technical status and activities.
• Manage workload to balance meeting KPIs and VAST SLAs with ensuring customer happiness and satisfaction