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Technical Support Engineer

Manassas, VA

Cloudian is a Silicon Valley-based technology company specializing in enterprise object storage systems. Cloudian introduced its platform, HyperStore®, in 2011 and is the most widely deployed independent provider of object storage and the leader in data management software for the hybrid cloud.

With military-grade security, limitless scalability, and seamless cloud integration, Cloudian’s S3-compatible object storage lets users optimize data access, meet data sovereignty requirements, and cut costs by consolidating information to a single, cloud-like platform. Cloudian’s geo-distributed architecture manages and protects object and file data at the edge, core, and in the cloud, for both conventional and modern applications.

About the Job:

Cloudian's Technical Support team provides Enterprise class, 24x7 post-sales technical support to our customers. Members of the Cloudian Technical Support focus on resolving post-sales related technical issues while focusing on exceptional customer service. Cloudian Technical Support Engineers are responsible for resolving technical support issues, responding to customers, driving issues to resolution, partnering with other teams within Cloudian to deliver resolutions, and becoming subject matter experts with the Hyperstore product.

The onsite role will require you to be onsite at the customer location, Manassas VA, Monday to Friday. There maybe times when a weekend visit maybe necessary. 

Relocation may be considered for the right candidate.

 

Responsibilities:

  • Help resolve software and technical questions for the customer efficiently and effectively
  • Become and expert on the Cloudian HyperStore storage systems which is a high-performance, distributed storage systems deployed on Linux
  • Gather the required information necessary to triage and troubleshoot issues and questions
  • Manage customer expectations regarding estimated response times for issue resolution
  • Resolving the issues on site
  • Meet SLAs like response and resolution times by partnering within the Customer Support
  • Organization, Critical Case team, Engineering and other teams within Cloudian
  • Extensively research and document customer technical issues
  • Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate
  • Partner with Technical Support team members on various strategic projects when needed
  • Own customer technical issues from initial report to resolution, communicating with the customer to give a clear status update
  • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the wider team
  • Present health checks to the customer on a schedule
  • Manage any cloudian specific hardware issues in the DC e.g. replace faulty hardware
  • Responsible for code updates within the customer

What you will learn:

  • Linux
  • Storage concepts
  • Networking
  • Distributed Cluster filesystems
  • Object Storage
  • Prometheus/Grafana

What we are looking for:

  • Ability to empathize with the customer and convey confidence
  • Excellent Customer Service skills
  • Excellent ability to learn and articulate software-related and technical concepts
  • Strong active listening skills and excellent written and oral communications skills
  • Strong attention to detail when communicating with customers (verbal & written)
  • Bachelor’s Degree in Computer Science Engineering (or related technical discipline)
  • 5+ years of relevant experience in technical customer support environment (voice and email), with a strong customer interaction experience
  • Strong technical troubleshooting skills

Requirements:

  • 5+ years or equivalent of Technical Support experience with demonstratable skills in troubleshooting technical issues in complex software systems
  • High degree of analytical and problem-solving skills
  • Customer-oriented attitude and strong customer-facing skills
  • Proficiency with Linux, shell scripting and networking
  • Understanding of storage concepts, distributed file systems preferred
  • Ability to work within a customer site with minimum supervision
  • English language proficiency

Desired Skills:

  • Experience with S3 API and commands
  • Experience with Salesforce case management
  • Experience with distributed systems, NoSQL DB, storage systems knowledge
  • Experience on Object Storage
  • Experience with computer hardware and firmware
  • Proficiency in Reporting

Cloudian, Inc provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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