Customer Support Engineer

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

📋 Description

• Deliver exceptional support to Hammerspace customers by effectively resolving L3/L4 technical challenges in a prompt manner.

• Provide third-shift coverage as necessary for Asia and the West Coast regions.

• Collaborate with sales, product, and engineering teams to address customer requirements.

• Prioritize and facilitate the resolution of escalated customer concerns.

• Offer valuable feedback to product and engineering teams regarding product deficiencies and areas for enhancement.

• Document systematic insights for the Customer Knowledge Base.

• Utilize toolsets and engage with cross-functional team members to identify and rectify customer technical challenges.

• Take part in team ceremonies aimed at knowledge sharing, team development, and refining support processes.

⛳️ Requirements

• A minimum of 8 years of experience in a customer support position.

• Must possess L3/L4 support experience.

• Familiarity with cloud, storage, and networking environments is essential.

• Experience with a Data Storage or Data Management organization is required.

• Capability to analyze system and network diagnostics and articulate issues clearly.

• Knowledge of SMB and NFS protocols and associated tools.

• Understanding of Active Directory and Kerberos systems.

• Proficiency in networking protocols and network packet-capture analysis.

• Previous scripting experience is highly desired.

• Ability to interpret and analyze system logs.

• Outstanding communication skills and the ability to manage competing escalations effectively.

• Strong troubleshooting abilities and experience collaborating with cross-functional teams.

• Willingness to work third shift as needed to support Asia and the West Coast.

• Preference for multilingual candidates.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional growth and development.

• Flexible work arrangements.

• Collaborative and innovative work environment.