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Rubrik · 21 hours ago

Senior Customer Success Engineer (Monday - Friday shift: 9am-6pm ET) - FedRAMP

Morrisville, NC

Full-time

Hybrid

Senior Level, Lead/Staff

$112K/yr - $168K/yr

10+ years exp

Rubrik is a company focused on data protection and cyber resilience, and they are seeking a Senior Customer Success Engineer to provide enterprise-level technical support to customers. The role involves diagnosing and resolving issues, troubleshooting connectivity, and ensuring customer satisfaction with Rubrik's solutions and services.

Cloud ComputingCloud Data ServicesData ManagementInformation TechnologySecuritySoftware

No H1B

U.S. Citizen Only

Responsibilities

Independently diagnose and resolve problems in the Rubrik products, as well as in the customer environment (e.g physical Linux and Windows system, VMWare virtual machines)

Troubleshoot networking connectivity and performance issues between Rubrik appliances and the cloud (e.g. AWS, Microsoft Azure), using Wireshark and other packet tracking and analysis tools. Assist customers and partners in administrating and configuring network, router, switch (e.g. Juniper and Cisco), firewall and spam settings

Author knowledge-base articles for customers and internal consumption, detailing the symptoms, cause, workaround and solutions of common and/or known issues

Participate in weekend and holiday on-call/shift rotations

Work with Rubrik's Engineering and QA teams to recreate customers' issues in the lab. Review documentations (e.g. Release Notes, User Guide) on upcoming new software releases

Develop and enhance tools for analyzing logs, stats and performance data collected within the Rubrik appliances

Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills

Independently diagnose and resolve problems within our sphere of the customer environment

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Work with 3rd parties on interoperability issues

Provide prompt and accurate feedback to customers

Ensure proper recording and closure of all issues

Design, define and document support processes, training and knowledge-base articles for customer and internal consumption

May work as assigned engineer on specific accounts

Managing top accounts for Rubrik

Addressing the most technically complex issues

Qualification

Enterprise technical supportLinux/Unix command lineVMware administrationNetworking technologiesCloud TechnologiesScripting languagesData recoveryCustomer service orientationCommunication skillsProblem-solving skills

Required

10+ years doing enterprise technical support in storage or backup verticals, including advanced issues such as snapshots, replication, data recovery, networking, and VMware administration

Must have working experience with Linux / Unix command line

Must have technical working experience of VMware, backup technologies, networking

Strong written and oral communication skills with the ability to document and present technical content to all levels

Strong experience in one or more of the following areas: Microsoft Enterprise Applications, Databases, Cloud Technologies (AWS, Azure, Google Cloud, Private Cloud Platforms), Storage (NAS and SAN)

Strong experience with scripting languages (bash, Python, Perl, PowerShell) is highly desirable

Bachelor's Degree in Computer Science, Engineering, related field OR relevant work experience

Hands-on experience with installation, deployment, troubleshooting, configuration and tuning of enterprise applications and solutions

Demonstrated experience in delivering a high-touch and delightful experience

US citizenship

Will be located in an office (T-Th) - RTP is the preferred location