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Technical Support Engineering Manager

1 month ago

Raleigh, United States VAST Data Full time

VAST Data is looking for a hands-on keyboard, player-coach, Technical Manager to join our growing team

This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.

"VAST's data management vision is the future of the market."- Forbes

VAST Data is the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, VAST takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.

Our success has been built through intense innovation, a customer-first mentality and a team of fearless VASTronauts who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our company’s growth and at a pivotal point in computing history.

SUMMARY:

As a member of the Customer Support Engineering team, you will be regarded as a VAST Data product expert and, as such, you will be involved in daily technical operations, escalations, and team leadership.

The main responsibilities of this team lead position include: working directly with customers on support cases, responding to technical questions in Slack, maintaining strong relationships with customers, reproducing issues in the lab, ensuring proper lab operations, proactively learning about upcoming VAST software releases, and technically mentoring team members.

You will consult on pre-sales and technical sales activities and will work on escalated technical support issues to resolution, interfacing with the customer and the development team.

THE ROLE:

  • Technical Excellence.
  • VAST Data product expert.
  • Build and maintain an all-star team of 5-8 Customer Support Engineers.
  • Accountable for managing the completion of your team’s daily technical operations and escalations.
  • Identify opportunities to provide continuous improvement for customers to ensure full adoption and usage of VAST products.
  • Ability to submit Bugs and RFEs to engineering.
  • Support and guide VAST data account teams on account technical status and activities.
  • Overall 5+ years of experience in customer-facing, pre-sale/post-sale positions working with complex storage solutions.
  • Previous team leadership experience.
  • Ability to manage own time and operate autonomously.
  • Knowledge and working experience in common Linux system administration tasks and Linux OS in general.
  • Good understanding of networking, and working experience with network configurations on Linux and network troubleshooting
  • Scripting and programming - bash scripting is required, and familiar with one or more other programming language.
  • Significant experience required in the areas of file systems and scale-out NAS implementation.
  • Excellent business written and verbal communication and presentation skills.
  • Have hands-on lab and hardware management experience.
  • MS or B.Sc. in CS, CE, EE or related fields.
  • Ability to travel. To be successful in this role, you will need to travel around 20% of the time.
  • Rotational weekend and holidays.