Customer Support Engineer- Singapore

VAST Data is looking for a Customer Support Engineer to join our growing team in Singapore — part of one of the fastest-growing infrastructure companies in history, at the center of the AI revolution.

VAST Data is the data platform company for the AI era, building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time analysis and AI training and inference across data center, edge, and cloud.

Summary

As part of the Customer Support Engineering team you will be regarded as a VAST Data technical expert, involved in daily technical operations and escalations as part of VAST's “Flight Crew” handling post-sales activity. You'll respond to customer issues (reactive and proactive), evaluate problems, use hands-on-keyboard skills to solve them, and escalate to engineering with detail when needed, while developing and testing solutions across file protocols, machine learning, object storage, and high-performance computing.

The Role

• Build trusted customer relationships based on a customer-first mindset, technical excellence, and command of the VAST product

• Respond to technical support issues quickly, working hands-on-keyboard to solve or escalate while being highly communicative

• Complete daily technical operations, working issues to full resolution and closure

• Perform and support field services for customers: installations, upgrades, break-fix, and expansions

• Submit and manage feature requests and bugs into product marketing and development teams

• Advocate for the priorities of your assigned accounts and track bugs, feature requests, and escalations

• Identify opportunities for continuous improvement to ensure full adoption and usage of VAST products

• Support and guide VAST account teams on account technical status and activities

• Manage workload to balance KPIs and SLAs with ensuring customer happiness and satisfaction

Requirements

• Singapore citizenship (required)

• 5+ years of experience in customer-facing, pre-sale/post-sale positions working with complex storage solutions

• Ability to manage own time and case load with rapidly changing priorities

• Extensive knowledge and experience in enterprise IT infrastructure, networking, and storage, with a broad understanding of enterprise software

• Knowledge and working experience in common Linux system administration tasks and Linux OS

• Good understanding of networking, with experience configuring and troubleshooting networks on Linux

• Scripting and programming: bash scripting is required, plus familiarity with one or more other programming languages

• Significant experience with file systems and scale-out NAS implementation

• Advantage: in-depth knowledge and hands-on experience with S3 and high-performance computing

• Excellent written and verbal business communication and presentation skills

• Advantage: hands-on lab and hardware management experience, and experience in a rapidly growing start up

• MS or B.Sc. in CS, CE, EE, or related fields