Customer Support Engineer - West

Hammerspace is a Data Platform that centralizes data logically into a unified namespace and allows for decentralized accelerated access.

Hammerspace is seeking a highly skilled and experienced Customer Support Engineer for the West Coast, who will ensure the overall success and retention of our customer base in the West and Asia. The ideal candidate will have excellent troubleshooting skills coupled with a deep understanding of filesystems, storage and networking. The Customer Support Engineer will engage with our customers to understand and resolve their complex technical issues, leveraging their strong technical acumen and stellar communication skill

Responsibilities

Provide Hammerspace customers with top-tier support by solving their L3/L4 technical issues in a timely fashion

Willingness to work "3rd shift" when needed, to cover Asia as well as the west coast.

Partner with sales, product & engineering to ensure that customer’s needs are met

Prioritize and drive resolution for escalated customer issues

Provide feedback to product and engineering teams on product gaps and opportunities for improvement

Document systematic learnings so that they can be leveraged in our Customer Knowledge Base

Leverage current toolsets and cross functional team members to creatively identify and resolve customer technical issues

Participate in team ceremonies to ensure proper knowledge sharing, team growth and iteration on our support processes

Qualifications

8+ years in a customer support role (Must have L3/L4 experience), with experience working in cloud, storage, networking environments.

Candidates MUST have experience working for a Data Storage or Data Management company.

Ability to analyze system and network diagnostics to clearly articulate issue to customer and internal cross-functional team

Understanding of SMB & NFS protocols tools

Understanding of Active Directory & Kerberos systems

Understanding of networking protocols and analysis of network packet captures

Previous scripting experience strongly desired

Ability to parse and analyze system logs

Exceptional communication skills, with ability to prioritize competing escalations

Excellent troubleshooting skills and ability to work with cross-functional teams

Multilingual candidates preferred

Actual compensation will be determined by several factors including, but not limited to, level of professional/education experience, skills/abilities, internal equity, and budgetary considerations

Please send your resume to [email protected]

Hammerspace is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, gender, religion, sex, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.

Notice to Recruiters and Staffing Agencies:

Agencies are hereby specifically directed not to contact Hammerspace employees directly in an attempt to present candidates. To protect the interests of all parties, Hammerspace will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Hammerspace will be considered Hammerspace property. Hammerspace will not pay a fee for any placement resulting from the receipt of an unsolicited resume. Hammerspace will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.

Agency must obtain advance written approval from Hammerspace’s recruiting function to submit resumes, and then only in conjunction with a valid fully-executed contract for service and in response to a specific job opening. Hammerspace will not pay a fee to any Agency that does not have such agreement in place.