Customer Support Engineer

VAST Data, Inc.; Greater London; Hybrid; GBP 85,000 - 110,000; Full time

Job summary

VAST Data, Inc. is seeking a Customer Support Engineer to act as a technical expert for our storage platform.

You will join the Flight Crew, collaborating with Support Engineers and Success Managers to own post‑sales activities, respond to issues, and drive rapid resolutions both remotely and at customer sites. You will diagnose problems, escalate when needed with detailed context, test and refine solutions in labs or at customer sites, and build trusted relationships while supporting field

Qualifications

• 5+ years in customer-facing pre-sales or post-sales roles with complex storage solutions.
• Bash scripting required; familiarity with at least one other programming language.
• Extensive enterprise IT infrastructure, networking and storage knowledge.
• Linux networking basics and troubleshooting on Linux systems.
• Experience with file systems and scale-out NAS implementations.
• Hands-on lab and hardware management experience; startup environment experience.

Responsibilities

• Serve as a VAST Data technical expert handling daily operations and escalations.
• Join the Flight Crew to manage post-sales activities with customers.
• Respond to issues, evaluate problems, and resolve or escalate with detail.
• Develop and test solutions for key use cases at customer sites and in the lab.
• Collaborate with pre-sales, Professional Services, and engineering teams.
• Build trusted customer relationships and ensure product adoption and satisfaction.
• Lead field services including installations, upgrades, break-fix, and expansions.
• Submit feature requests and bugs to product marketing and development teams.
• Track bugs and escalations, advocating for assigned accounts.

Skills

Bash scripting

Programming knowledge

Linux administration

File systems / NAS

S3 / object storage knowledge

High-performance computing concepts

Customer-facing experience

Education

MS or BSc in Computer Science / Computer Engineering / Electrical Engineering or related field

Job description

Responsibilities

• As a member of the Customer Support Engineering team, you will be regarded as a VAST Data technical expert and will be involved in daily technical operations and escalations
• You will be part of the VAST “Flight Crew” for our customers, working with a small team of Support Engineers and Success Managers to handle all post-sales activity for each customer
• Responding to customer issues, both reactively and proactively
• Evaluating each problem
• Using hands‑on keyboard skills to resolve it, or escalating to engineering with as much detail as possible when you can’t
• You will also help develop and test solutions for strategically and tactically significant applications and use cases, both at customer sites and in the lab. These include:
• File protocols
• Machine learning
• Object storage
• High-performance computing
• You will work directly with customers and with teams across the business. That means consulting pre-sales teams on technical sales activities, supporting Professional Services with onsite field work, and partnering with our engineering teams to solve technical problems
• Build trusted customer relationships based on your customer-first mindset, technical excellence and command of the VAST product
• Respond quickly to technical support issues, working hands‑on keyboard to solve or elevate them while keeping customers informed throughout
• Complete daily technical operations for customers, working issues through to full resolution and closure
• Perform and support field services for customers, including installations, upgrades, break‑fix and expansions
• Submit and manage feature requests and bugs with the product marketing and development teams
• Advocate for the priorities of your assigned accounts, continuously tracking and following up on bugs, feature requests and escalations
• Identify opportunities for continuous improvement to ensure customers fully adopt and use VAST products
• Support and guide VAST account teams on each account’s technical status and activities
• Manage your workload to meet KPIs and VAST SLAs while ensuring customer happiness and satisfaction

Requirements

• 5+ years of experience in customer-facing pre-sales or post-sales positions working with complex storage solutions
• Scripting and programming skills: bash scripting is required, plus familiarity with at least one other programming language
• Extensive knowledge and experience in enterprise IT infrastructure, networking and storage, along with a broad understanding of the enterprise software world
• A good understanding of networking, with working experience of network configuration on Linux and network troubleshooting
• An MS or BSc in Computer Science, Computer Engineering, Electrical Engineering or a related field
• The ability to manage your own time and caseload with rapidly changing priorities
• Knowledge and working experience of common Linux system administration tasks and the Linux OS in general
• Significant experience with file systems and scale‑out NAS implementation
• In‑depth knowledge and hands‑on experience with S3 and high-performance computing
• Excellent written and verbal business communication and presentation skills
• Hands‑on lab and hardware management experience
• Experience working in a rapidly growing, entrepreneurial, dynamic start‑up