Customer Success Engineer II – Cloud, Data Center, Storage

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 from initiation to resolution via Slack, Teams, email, and phone calls

• Diagnose issues related to Qumulo in AWS, Azure, GCP, and on customer infrastructure, addressing permissions, performance, networking, and file system behavior

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

• Handle complex cases in collaboration with senior engineers, supplying clear case summaries and diagnostic information

• Reproduce client issues in the lab to assist Engineering in diagnosis and validation of fixes

• Create knowledge base articles and enhance team runbooks

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

• Assist in the onboarding process for other Customer Support Engineers (CSEs)

• Provide support for other regions during critical escalations when necessary

⛳️ Requirements

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

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

• Competence in diagnosing failing SSD, HDD, NIC, PSU, fan, or DIMM, and handling vendor RMA replacements

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

• Knowledge of enterprise storage networking concepts, including 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 beneficial

• Background in supporting NFS or SMB file storage, permissions, and Active Directory is a plus

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

🏝️ Benefits

• Competitive benefits package

• Pre-IPO stock options

• Four-day workweek