Customer Support Engineer EMEA (UK or Ireland only)
About Hammerspace:
Hammerspace delivers a Global Data Environment that spans data centers, AWS, Azure, and Google cloud infrastructure. With origins in Linux, NFS, Open standards, Flash and deep file system and data management technology leadership, Hammerspace delivers the world’s first and only solution to connect global users with their data and applications, on any existing data center infrastructure or
About the role:
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
Hammerspace is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, gender, religion, sex, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.
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