Customer Support Engineer

VAST Data; Seattle (WA); On-site; USD 100,000 - 120,000; Full time

Job summary

A leading software company in Seattle seeks a Customer Support Engineer to provide technical expertise and support for enterprise software solutions. The role involves responding to technical issues, managing customer relationships, and driving product adoption. Candidates should have at least 5 years of experience in customer-facing roles involving complex storage solutions, proficiency in Linux, and strong communication skills. A MS or B.Sc. in a related field is required, along with a willingness to travel occasionally.

Qualifications

• 5+ years of customer-facing roles in pre-sale/post-sale with complex storage solutions.
• Proficient in Linux system administration and common tasks.
• Significant experience with file systems and NAS implementation.

Responsibilities

• Build trusted customer relationships based on a customer-first mindset.
• Respond to technical support issues quickly.
• Complete daily technical operations and drive issues to resolution.
• Advocate for prioritized account needs and track bugs.
• Guide account teams on technical status and activities.

Skills

Customer-facing roles

Time-management skills

IT infrastructure knowledge

Linux system administration

Networking troubleshooting

Bash scripting

File systems experience

Communication skills

Education

MS or B.Sc. in CS, CE, EE, or related field

Job description

VAST Data is looking for a Customer Support Engineer to join our growing team!

Our mission is to build the enterprise software infrastructure for the AI era. We capture, catalog, refine, and protect massive datasets, enabling real‑time analysis and AI training and inference.

Summary

As a member of the Customer Support Engineering team you will be a technical expert, handling daily operations and escalations, and working closely with customers and engineering to resolve complex issues.

Responsibilities

• Build trusted customer relationships based on customer‑first mindset and technical excellence.
• Respond to technical support issues quickly, using hands‑on keyboard skills to resolve or appropriately elevate problems.
• Complete daily technical operations and drive issues to full resolution and closure.
• Perform and support field services: installations, upgrades, break‑fix, and expansions.
• Submit and manage feature requests and bugs with product marketing and development teams.
• Advocate for prioritized account needs, continuously tracking and following up on bugs, requests, and escalations.
• Identify opportunities for continuous improvement to ensure full product adoption and usage.
• Guide account teams on technical status and activities.
• Manage workload to balance KPIs, SLAs, and customer satisfaction.

Qualifications

• 5+ years of customer‑facing roles in pre‑sale/post‑sale positions with complex storage solutions.
• Strong time‑management skills and ability to handle rapidly changing priorities.
• Extensive knowledge of enterprise IT infrastructure, networking, storage, and enterprise software.
• Proficient in Linux system administration and common tasks.
• Solid understanding of networking and experience with Linux network configuration and troubleshooting.
• Proficiency in bash scripting; familiarity with additional programming languages.
• Significant experience with file systems and scale‑out NAS implementation.
• Advantage: in‑depth knowledge of S3 and high‑performance computing.
• Excellent business written and verbal communication and presentation skills.
• Advantage: hands‑on lab, hardware management, and start‑up experience.
• MS or B.Sc. in CS, CE, EE, or related field.
• Willingness to travel up to 20% of the time, with rotational weekend shifts and occasional holiday coverage.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Software Development