Customer Support Engineer

Netrolynx AI; United States; On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Professional development

Job summary

GrabJobs is seeking a skilled Customer Support Engineer to join our team. You will serve as a technical ambassador, delivering prompt solutions, managing post-sales activities, and collaborating with cross-functional teams to enhance platform performance and reliability.

The role emphasizes building strong customer relationships, troubleshooting complex issues, and supporting field services with a focus on customer satisfaction in a fast-paced growth environment.

Qualifications

• Over 5 years of experience in customer-facing roles within enterprise IT infrastructure or storage.
• Solid understanding of Linux, networking, and storage environments.
• Experience with scripting languages and automation is a plus.

Responsibilities

• Build trusted relationships with customers through technical expertise and a customer-first approach.
• Respond to technical support inquiries with hands-on solutions or escalation when needed.
• Manage daily technical operations and ensure issues are resolved to customer satisfaction.
• Perform field services such as installations, upgrades, troubleshooting at customer sites.
• Document feature requests, bug reports, and feedback to product teams.
• Collaborate with engineering and services teams to resolve complex issues and improve delivery.
• Balance workload to meet KPIs and SLAs while maintaining high customer satisfaction.

Skills

Customer-facing experience

Linux administration

Bash scripting

Networking fundamentals

Strong communication

Education

MS or B.Sc. in CS/CE/EE

Tools

S3 protocols

Object storage solutions

NAS/storage management tools

Job description

About The Company

GrabJobs is a leading global recruitment platform dedicated to simplifying the hiring process for organizations of all sizes. Committed to innovation and excellence, GrabJobs leverages cutting-edge technology to connect employers with the right talent efficiently and effectively. Our platform offers a seamless experience that streamlines job postings, candidate sourcing, and communication, ensuring a smooth recruitment journey for both employers and job seekers. With a focus on fostering growth and opportunity, GrabJobs continues to expand its reach across various industries, empowering businesses to build high-performing teams and individuals to find their ideal roles. Our mission is to revolutionize the recruitment landscape by providing accessible, reliable, and innovative solutions that meet the evolving needs of the modern workforce.

About The Company

GrabJobs is a leading global recruitment platform dedicated to simplifying the hiring process for organizations of all sizes. Committed to innovation and excellence, GrabJobs leverages cutting-edge technology to connect employers with the right talent efficiently and effectively. Our platform offers a seamless experience that streamlines job postings, candidate sourcing, and communication, ensuring a smooth recruitment journey for both employers and job seekers. With a focus on fostering growth and opportunity, GrabJobs continues to expand its reach across various industries, empowering businesses to build high-performing teams and individuals to find their ideal roles. Our mission is to revolutionize the recruitment landscape by providing accessible, reliable, and innovative solutions that meet the evolving needs of the modern workforce.

About The Role

GrabJobs is seeking a highly skilled Customer Support Engineer to join our dynamic team. This role offers a unique opportunity to be at the forefront of our customer success initiatives, providing technical expertise and support to our valued clients. As a Customer Support Engineer, you will serve as a technical ambassador, ensuring that our customers receive prompt, effective solutions to their challenges. You will be responsible for managing post-sales activities, troubleshooting complex issues, and collaborating with cross-functional teams to enhance our platform’s performance and reliability. Your hands-on technical skills, combined with your ability to build strong customer relationships, will be instrumental in driving customer satisfaction and loyalty. This position is ideal for professionals who thrive in fast-paced environments and are passionate about delivering exceptional technical support in a rapidly growing organization.

Qualifications

• Over 5 years of experience in customer-facing roles within the enterprise IT infrastructure, storage solutions, or related fields.
• Proficiency in managing complex storage systems, networking, and enterprise software environments.
• Solid understanding of Linux system administration, including troubleshooting and configuration.
• Hands-on experience with scripting languages such as Bash and familiarity with additional programming languages.
• Deep knowledge of file systems, scale-out NAS implementation, and high-performance computing environments.
• Experience working with S3 protocols and object storage solutions is advantageous.
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly.
• Prior experience supporting field services, installations, upgrades, and hardware management is preferred.
• Degree in Computer Science, Computer Engineering, Electrical Engineering, or a related discipline (MS or B.Sc.).
• Ability to travel approximately 20% of the time, including rotational weekend shifts and occasional holiday coverage.

Responsibilities

• Build and maintain trusted relationships with customers by demonstrating technical expertise and a customer-first approach.
• Respond promptly to technical support inquiries, providing hands-on solutions or escalation when necessary.
• Manage daily technical operations, ensuring issues are resolved efficiently and to customer satisfaction.
• Perform field services such as installations, upgrades, troubleshooting, and expansions at customer sites.
• Document and submit feature requests, bug reports, and other feedback to product development teams.
• Advocate for customer needs by tracking and following up on bugs, feature requests, and escalations.
• Identify opportunities for continuous improvement to maximize customer adoption and utilization of VAST Data products.
• Support account teams by providing technical insights and updates on customer activities and statuses.
• Balance workload to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) while maintaining high customer satisfaction levels.
• Collaborate with engineering, professional services, and pre-sales teams to resolve complex technical issues and improve service delivery.

Benefits

Joining GrabJobs as a Customer Support Engineer offers a competitive salary package along with comprehensive benefits, including health insurance, paid time off, and opportunities for professional development. You will work within a vibrant, innovative environment that encourages continuous learning and growth. Our company promotes a healthy work-life balance and values the contributions of each team member. Additionally, you will have the chance to be part of a pioneering organization that is shaping the future of recruitment technology, with opportunities for career advancement as the company continues to expand globally.

Equal Opportunity

GrabJobs is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, gender, sexual orientation, age, disability, or any other protected status. Our goal is to foster a workplace where everyone feels valued, respected, and empowered to contribute their best.