Technical Support Engineer

2 days ago

Cary, North Carolina, United States Nasuni Full time

Description
Technical Support Engineer (hybrid)
This role will be hybrid out of Cary, NC or Marlboro, MA. We are looking for a Technical Support Engineer to join our growing Customer Support Team and support the regular business hours of 9am - 5pm EST support shift.
Support Engineers are the primary contact point for the Nasuni customers. They provide a critical window into the Nasuni Corporation that demonstrates our customer-first philosophy. We are looking for a person who is passionate about helping customers and is excited to work in a growing, busy environment.
You will report directly to the Director of Support and be asked to take on many responsibilities due to the rapid growth and size of the company. It is a fast-paced, dynamic environment that requires a person that can handle multiple responsibilities along with effectively working with the various groups inside the company. The support team is the conduit to Engineering for our Professional Services and Sales Engineering teams.
As a Technical Support Engineer, you will...

  • Initiate triage and potential resolution of all new issues submitted by Nasuni customers.
  • Proactively outreach to customers and address alerts received from the Nasuni monitoring service.
  • Remotely troubleshoot and resolve complex product and customer environment issues.
  • Escalate appropriate issues and work in coordination with the Sustaining Engineering team.
  • Provide in-depth technical resolutions for customers and other customer-facing teams.
  • Proactively keep customers updated on their issue while investigating and working in conjunction with Engineering.
  • Contribute to the technical knowledge base regularly.
  • Participate in rotating after-hours and weekend support schedules.
  • Track and maintain all updates and customer communication through Salesforce case management system.
  • Diagnose log files and prepare thorough analysis of technical issues prior to presenting to Engineering.

Required skills + experience we look for are ...

  • Bachelor's degree from an accredited 4-year college or university.
  • 3+ years of customer-facing, technical support or supporting enterprise storage customers.
  • Data storage, backup and/or archiving expertise.
  • Technical expertise in: Linux, Unix, VMWare, Windows Server, Networking, NFS, CIFS, iSCSI.
  • Experience working with and supporting Linux based systems.
  • Prior experience supporting enterprise class customers with mission critical technologies.
  • Ability to effectively communicate with customers at a technical and business level.
  • Proven experience of collaborating with other internal groups such as the sustaining team to deliver on customer expectations.
  • Must be able to prioritize and manage caseload of handling multiple customer issues simultaneously.
  • Ability to be flexible and take on additional responsibilities where required.

About Nasuni
Nasuni is the leading hybrid cloud storage solution that powers business growth with effortless scalability, built-in security, and fast edge performance using a unique cloud-native architecture. The Nasuni File Data Platform delivers operational excellence by consolidating NAS and backup, eliminating data silos, and making management easy and flexible without changes to apps or workflows. Its built-in security offers proactive defense and rapid recovery, lowering the organization 's risk from the detrimental effects of ransomware attacks and other disasters. Synchronized access to file data everywhere ensures user productivity by supporting remote and hybrid work.
Why work at Nasuni?
As part of our commitment to your well-being, we are pleased to offer comprehensive benefits packages to employees across the US. Benefits packages generally include:

  • Best-in-class employee onboarding and training
  • "Take What You Need" paid time off policy
  • Incentive stock options
  • Comprehensive health, dental, and vision plans
  • Company-paid life and disability insurance
  • 401(k) and Roth IRA retirement plan
  • Generous employee referral bonuses
  • Flexible remote work policy
  • 10 Paid Holidays
  • A wide array of wellbeing offerings
  • Pre-tax savings accounts with company contributions
  • Great team culture and social activities
  • Collaborative workspaces
  • Free on-site fitness centers and stocked kitchens in select office locations
  • Professional development resources

To all recruitment agencies: Nasuni does not accept agency resumes. Please do not forward resumes to our job boards, Nasuni employees or any other company location. Nasuni is not responsible for any fees related to unsolicited resumes.
Nasuni is an equal-opportunity employer. The equal employment opportunity policy at Nasuni protects employees and job applicants from discrimination on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs.

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