Senior Customer Success Engineer

at  Rubrik Job Board

ABOUT THE TEAM

Customer Success Engineers at Rubrik will provide enterprise level technical support to our customers via phone, web, email, chat, onsite visits and other support channels as required. CSEs are responsible for delivering effective solutions to backup, recovery, replicate, archive, index and search data across Rubrik clusters and the cloud. CSEs will spend the majority of their time dealing with both technical and non-technical administrators and end users, with the remainder of the time spent with partners and other 3rd party vendors on interoperability issues. Specific duties include the following:

• Independently and with Team 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 packet tracking and analysis tools.
• 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 if required. *
• 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 interop 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.
• Participate in on-call/shift rotation