Customer Support Engineer

Customer Support Engineer

VAST Data is looking for a Customer Support Engineer to join our growing team in Raleigh, NC. This role is part of the customer‑first culture at one of the fastest‑growing infrastructure companies, providing technical expertise and support for our enterprise data platform.

As a member of the Customer Support Engineering team, you will be a VAST Data technical expert responsible for daily technical operations and escalations, working closely with customers, Success Managers, pre‑sales, Professional Services, and engineering to resolve post‑sales issues and improve customer experience.

• 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 escalates the issues while being highly communicative.
• Complete daily technical operations as needed for the customers and work through 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 bugs into product, marketing, and development teams.
• Advocate for the priorities of 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 while ensuring customer happiness and satisfaction.

• 5+ years of experience in customer‑facing, pre‑sale/post‑sale positions working with complex storage solutions.
• Ability to manage own time and case load with rapidly changing priorities.
• Extensive knowledge of enterprise IT infrastructure, networking, and storage; broad understanding of enterprise software.
• Experience with common Linux system administration tasks and Linux OS.
• Strong understanding of networking and experience configuring networks on Linux.
• Bash scripting required; familiarity with at least one additional programming language.
• Significant experience with file systems and scale‑out NAS implementation.
• Advantage: in‑depth knowledge and hands‑on experience with S3 and high‑performance computing.
• Excellent business written and verbal communication and presentation skills.
• Advantage: lab and hardware management experience.
• Advantage: experience working in a rapidly growing entrepreneurial startup.
• MS or
  
  B.Sc. in CS, CE, EE or related fields.
• Ability to travel ~20% of the time.
• Willingness to work rotational weekend shifts and occasional holiday coverage.

Mid‑Senior level

Full‑time