Customer Success Engineer Emea

Description:

Hammerspace is seeking a highly skilled and experienced Customer Support Engineer EMEA, who will ensure the overall success and retention of our customer base in EMEA. 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 skills. Candidates MUST LIVE IN UK or IRELAND.

Responsibilities

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

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, with experience working in cloud, storage, networking environments

Must CURRENTLY reside in UK or Ireland

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