Customer Success Engineer II (4x10) - Cloud, Data Center, & Storage

Description

The company's cloud data platform manages exabytes of demanding data, unifying files, objects, and every workload across edge, core, and cloud.

This is a weekend coverage role, working 8am-6pm CT from Sunday to Wednesday.

Customers reach the support engineers directly over Slack or Teams instead of filing tickets, which is a large part of their satisfaction.

The team is growing and wants a customer-focused, results-driven CSE II with experience in data storage, enterprise server hardware, and cloud.

As a Customer Success Engineer II, you will give technical support to customers across the USA, covering cloud deployments on AWS, Azure, and Google Cloud as well as on-premises clusters on certified partner hardware. You will work with Engineering and OEM partners as needed.

You will work with major brands in media, healthcare, finance, energy, and other sectors while learning from a highly skilled team.

Responsibilities

• Take customer cases from start to finish across Slack, Teams, email, and calls until the problem is fixed and the customer confirms it.
• Troubleshoot permissions, performance, networking, and file system behavior in AWS, Azure, GCP, and on customer-owned hardware.
• Diagnose server hardware faults and arrange replacements with OEM partners such as HPE, Cisco, and Supermicro.
• Handle complex cases with senior engineers, handing over clear case summaries with diagnostic data attached.
• Recreate customer problems in the lab so Engineering can diagnose issues and verify fixes.
• Write knowledge base articles and improve the runbooks the team uses.
• Report recurring problems and product gaps to Engineering and Product.
• Help onboard new CSEs.
• Cover other regions during critical escalations when needed.

Requirements

• Work 8am-6pm CT, Sunday to Wednesday.
• Have 3+ years in customer-facing technical support, field engineering, or customer success for enterprise technology.
• Diagnose failing SSDs, HDDs, NICs, PSUs, fans, or DIMMs and manage the replacement through the vendor's RMA process.
• Be comfortable on Linux, using logs, diagnostic bundles, tcpdump, ss, ip, smartctl, and iostat.
• Understand enterprise storage networking, including VLANs, jumbo frames, and link aggregation.
• Communicate excellently in written and spoken English, and tailor explanations for audiences from storage admins to CTOs.
• Plus: multilingual skills.
• Strong plus: experience on AWS, Azure, or Google Cloud, or certifications such as AWS SysOps Administrator or Azure Administrator.
• Bonus: experience supporting NFS or SMB file storage, including permissions and Active Directory, on platforms like NetApp, Dell PowerScale (Isilon), Pure, or the company's own platform.
• Nice to have: Python, Bash, or other scripting skills, and/or experience with modern AI development tools.

Conditions

This is a remote role based in the USA.

Annual pay ranges from $95,000 to $130,000, plus benefits. Individual pay depends on role level, relevant experience, and skills.

The company encourages diverse points of view and an inclusive workplace.

Benefits

• A 4-day work week.
• Pre-IPO stock options.