Remote Lead, Customer Success Engineering

VAST Data; New York (NY); On-site; USD 151,000 - 210,000; Full time

Job summary

VAST Data seeks a senior Customer Success Engineering leader to drive a regional team handling highly technical storage and large-scale compute issues. You will oversee ticket management, runbooks, escalations, and process improvements to boost reliability and customer satisfaction.

The role is remote within the United States, with up to 20% travel to customer sites. You will partner with Product Development and Sales Engineering to translate customer feedback into product enhancements.

Qualifications

• Must have at least 10 years in roles involving customer support, escalation, and coordination with software developers.
• Must have 10 years of experience with client protocol debugging (NFS, SMB, S3).
• Must have 5 years leading continuous process improvement initiatives for reliability, scalability, and performance.
• Must have 4 years of technical team leadership including mentoring staff.
• Must have 2 years of directing teams, prioritizing tasks, and capacity planning.

Responsibilities

• Lead regional team of Customer Success Engineers handling highly technical storage and large-scale compute issues.
• Oversee day-to-day operations of the support team, including ticket management, response times, and escalations using runbooks.
• Develop and optimize support workflows, monitor KPIs, and prepare dashboards and reports.
• Collaborate with Product Development and Sales Engineering to identify areas for product improvements.

Skills

Escalation management

Technical leadership

Process improvement

Stakeholder reporting

Cross-functional collaboration

Education

Bachelor's degree in Computer Science or related field

Job description

VAST Data seeks a senior Customer Success Engineering leader to drive a regional team handling highly technical storage and large-scale compute issues. You will oversee ticket management, runbooks, escalations, and process improvements to boost reliability and customer satisfaction.

The role is remote within the United States, with up to 20% travel to customer sites. You will partner with Product Development and Sales Engineering to translate customer feedback into product enhancements.