Vastdata Resident Customer Support Engineer - EMEA 

United Kingdom, England, London 

706396477

"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:

• Onsite, at the customer office, in Central London (no option to work remotely).
• Technical Excellence.
• VAST Data product expert.
• Accountable to complete daily technical operations and escalations including direct work on technical support issues to full resolution and closure requiring interfacing with customer and development teams.
• Perform customer installations, upgrades, and expansions.
• Lead and coordinate regular monthly and quarterly customer review meetings.
• Become a VAST Data product expert.
• Trusted Advisor to customer technical team and internal account team
• Identify opportunities to provide continuous improvement for customers to ensure full adoption and usage of VAST products.
• Ability to perform daily technical operations and escalations including direct work on technical support issues to full resolution and closure.
• Submit and manage Feature Requests and/or Bugs into product marketing and development teams.
• Support and guide VAST data account teams on account technical status and activities.
• Lead and coordinate regular monthly and quarterly customer review meetings.