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.

About Cloudian

Key Highlights

🎁 Benefits

🌟 Culture

Technical Support Engineer

Job Description

Interested in this role?