Senior Customer Success Engineer (Monday-Friday shift: 9am-6pm ET)
Senior Customer Success Engineer (Monday-Friday shift: 9am-6pm ET)
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Job Description
About The Team
Rubriks Global Customer Support and Success Organization is a team of professionals committed to provide world class post purchase experience. The team is responsible for delivering post deployment technical support to customers and partners with a wide range of technologies and cloud deployments. The team is also responsible for delivering initial time to value by ensuring timely activation and adoption of Rubriks SaaS products and technologies. The member of the Global Support and Success Organization will serve as a key point of contact a trusted advisor to Rubriks customers and partners and works closely with cross functional teams in order to deliver the value to customers. The Customer Support Team at Rubrik is composed of seasoned experts in the field of data management and security who possess an in-depth knowledge of Rubriks solutions data protection and recovery strategies and they are skilled at swiftly diagnosing and solving complex issues while keeping the overall customer experience at forefront.
In a world where data is the lifeblood of every organization Rubriks Customer Support Team serves as the backbone of our customers data security strategy. Their technical prowess commitment to customer success and dedication to rapid response ensure that our customers data remains protected and available no matter the challenges that come your way.
Senior 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.
Work Location:Morrisville NC Office - Hybrid (In office Tuesday-Thursday)
Work Schedule: M-F; 1st shift- 9am-6pm EST
What youll do:
- Independently 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 Wireshark and other packet tracking and analysis tools. Assist customers and partners in administrating and configuring network router switch (e.g. Juniper and Cisco) firewall and spam settings
- 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
- Work with Rubriks 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 interoperability 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
- May work as assigned engineer on specific accounts
- Managing top accounts for Rubrik
- Addressing the most technically complex issues
Experience youll need:
- 10 years doing enterprise technical support in storage or backup verticals including advanced issues such as snapshots replication data recovery networking and VMware administration
- Must have working experience with Linux / Unix command line
- Must have technical working experience of VMware backup technologies networking
- Strong written and oral communication skills with the ability to document and present technical content to all levels
- Strong experience in one or more of the following areas: Microsoft Enterprise Applications Databases Cloud Technologies (AWS Azure Google Cloud Private Cloud Platforms) Storage (NAS and SAN)
- Strong experience with scripting languages (bash Python Perl PowerShell) is highly desirable
- Bachelors Degree in Computer Science Engineering related field OR relevant work experience
- Hands-on experience with installation deployment troubleshooting configuration and tuning of enterprise applications and solutions
- Demonstrated experience in delivering a high-touch and delightful experience
- US citizenship
- Will be located in an office (T-Th) - RTP is the preferred location
Position Risk Designation section:
This position carries duties and responsibilities involving the U.S. Federal Governments interests. The selected incumbent may be subject to one or both of the additional background checks with periodic re-screening as noted below:
Position Risk Designation: Non-Sensitive Low Risk Tier 1
Incumbents without access to U.S. Government data may be required to complete Standard Form 85 and undergo a Tier 1 Investigation (T1) for non-sensitive positions of Low Risk. (Baseline screening; formerly National Agency Check and Inquiries (NACI)).
Position Risk Designation: Non-Sensitive Moderate Risk Tier 2 (Public Trust)
Incumbents with access to U.S. Government data may be required to complete Standard Form 85P and undergo Tier 2 (T2) Investigation for non-sensitive positions designated Moderate Risk.
Position Risk Designation:Moderate Risk Law Enforcement (CJIS)
When hired for a position where access to Moderate Risk criminal justice information is required the employee must complete a fingerprint-based national criminal history background check within 30 days after the employees start date.
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Join Us in Securing the Worlds Data
Rubrik (NYSE: RBRK) is on a mission to secure the worlds data. With Zero Trust Data Security we help organizations achieve business resilience against cyberattacks malicious insiders and operational disruptions. Rubrik Security Cloud powered by machine learning secures data across enterprise cloud and SaaS applications. We help organizations uphold data integrity deliver data availability that withstands adverse conditions continuously monitor data risks and threats and restore businesses with their data when infrastructure is attacked.
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Inclusion @ Rubrik
At Rubrik we are dedicated to fostering a culture where people from all backgrounds are valued feel they belong and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the worlds data.
Our goal is to hire and promote the best talent regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.
Our inclusion strategy focuses on three core areas of our business and culture:
Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.
Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging can thrive and do their best work. Your contributions help us innovate and break boundaries.
Our Communities: We are dedicated to expanding our engagement with the communities we operate in creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik contributing to safer and stronger communities.
Equal Opportunity Employer/Veterans/Disabled
Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability.
Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex national origin age disability or genetics. In addition to federal law requirements Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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.
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures providing documents in an alternate format using a sign language interpreter or using specialized equipment.
Required Experience:
Senior IC
Employment Type
Part-Time
