Senior Software Engineer - Customer Success & Sustaining (1027488)
Our Company
We’re Hitachi Vantara, a global infrastructure business. Our people are the force of meaningful progress. We enable the incredible with data – from taking theme park fans on magical rides, conserving natural resources, protecting rainforests to saving lives. We empower businesses to automate, optimize and advance innovation. Together, we create a sustainable future for all.
Imagine the sheer breadth of talent it takes to inspire the future.
The Role
We are seeking a senior Customer Success Engineer to join a fast-paced, collaborative Engineering team. In this role, you will become an expert in how the products in our portfolio work and handle the most difficult customer problems escalated into Engineering from Global Support Center. This role is critical to ensure product portfolio and customer success.
Responsibilities
- Engage with the Global Support Center team when they escalate customer issues into Engineering
- Analyze, replicate, root cause complex software problems
- Provide and follow up on action plans to Support teams until customer issues are resolved
- Engage with Support leadership on time sensitive, critical customer issues
- Set and manage expectations of cross-functional stakeholders of customer issues
- Engage with other Customer Success leads across the solution portfolio on issues and projects that go across multiple products in the portfolio
- Help drive improvements in process, knowledge transfer, training, etc.
- Analyze the trends of escalation cases and use the data to advocate for product improvements & enhancements within your engineering team
Experience and Skills
- 6-10 years of experience supporting customers (either in a technical support and/or engineering role) or equivalent.
- Ability to troubleshoot, strong attention to details and advanced problem solving skills.
- Ability to quickly ramp up on new, different technologies and product features.
- Ability to convey complex technical information in a clear and concise manner.
- Experience in some programming language with ability to understand Java code.
- Ability to understand and analyze JVM(Java) logs and system logs.
- Outstanding interpersonal and communication skills
- Strong teamwork, leadership, and initiative to learn
- Domain Exp in Storage/networking is mandatory along with good Linux skills.
- Relevant formal education, including BSCS or MSCS
- A genuine passion for advocating for customers and your product
About us
We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
#LI-SP7
Championing diversity, equity, and inclusion
Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.
How we look after you
We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.
We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.
