Senior Technical Support Engineer

Senior Technical Support Engineer - Hybrid Onsite - Marlborough, MA 

The Senior Technical Support Engineer at Nasuni joins an elite support organization that ensure a 99% Customer Retention Rate. Our first-class support team sets the standard for technical excellence, making us extremely selective about who we invite to join our ranks. This is an opportunity to become part of a distinguished team of technical professionals known for both their expertise and their longevity with Nasuni.

The ideal candidate demonstrates system-level thinking with a deep understanding of how storage, network, OS, and cloud infrastructure interconnect in complex environments.

As a Senior TSE, you'll handle complex customer issues while embodying our customer-first philosophy. The role demands both technical excellence and the ability to navigate high-pressure situations with composure, particularly during critical escalations. This fast-paced, dynamic position requires not just problem-solving abilities, but also the empathy and communication skills to guide customers through technical challenges while driving continuous improvement initiatives that deliver measurable ROI. 

Primary responsibilities: 

• Initiate advanced triage and resolution of complex issues submitted by Nasuni customers 
• Serve as a technical escalation point for junior TSEs 
  
• Remotely troubleshoot and resolve sophisticated product and customer environment issues 
  
• Apply system-level thinking to identify complex dependencies across storage, network, and cloud infrastructure 
  
• Make data-driven decisions about appropriate escalation paths. 
  
• Provide in-depth technical resolutions for customers and other customer-facing teams 
  
• Maintain proactive customer communication throughout the support case lifecycle 
  
• Contribute high-quality technical documentation to the knowledge base 
  
• Analyze support trends to identify recurring issues and propose sustainable solutions 
  
• Diagnose complex log files and prepare a thorough technical analysis before engaging Sustaining Engineering 
  
• Track and maintain all case updates through our Salesforce case management system 
  
• Demonstrate an ownership mentality by driving cases to resolution, even when multiple teams are involved 

Required skills + experience we look for are …

*  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 a caseload of handling multiple customer issues simultaneously.
*  Ability to be flexible and take on additional responsibilities where required.

Why 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 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
• 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
• 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.