This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical assistance to Qumulo clients throughout the USA

• Manage customer cases comprehensively via Slack, Teams, email, and phone until resolution is achieved

• Diagnose Qumulo issues in AWS, Azure, GCP, and on client hardware, including permissions, performance, networking, and file system behavior

• Identify server hardware problems and coordinate replacements with HPE, Cisco, Supermicro, and other OEM partners

• Handle complex issues with senior engineers, providing clear case summaries and diagnostic information

• Replicate customer issues in the lab to assist Engineering with diagnosis and validation of fixes

• Create knowledge base articles and enhance team runbooks

• Report recurring issues and product gaps to Engineering and Product teams

• Assist in onboarding new Customer Success Engineers (CSEs)

• Provide support for other regions during critical escalations when necessary

⛳️ Requirements

• Availability to work from 8am to 6pm CT, Sunday through Wednesday

• Over 3 years of experience in customer-facing technical support, field engineering, or customer success within enterprise technology

• Capable of diagnosing failing SSDs, HDDs, NICs, PSUs, fans, or DIMMs and processing vendor RMA replacements

• Proficiency in Linux, including logs, diagnostic bundles, tcpdump, ss, ip, smartctl, and iostat

• Knowledge of enterprise storage networking concepts such as VLANs, jumbo frames, and link aggregation

• Exceptional written and verbal communication skills in English

• Experience with AWS, Azure, or Google Cloud is advantageous

• AWS SysOps Administrator or Azure Administrator certification is a plus

• Familiarity with supporting NFS or SMB file storage, permissions, and Active Directory is beneficial

• Skills in Python, Bash, or other scripting languages, as well as modern AI development tools, are desirable

🏝️ Benefits

• Comprehensive benefits package

• Pre-IPO stock options available

• 4-day workweek