Senior Customer Success Engineer
Senior Customer Success Engineer
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Job Description
ABOUT THE JOB
In this role you will:
- 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 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 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.
- 5 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 knowledge of Linux / Unix command line experience.
- Must have good technical knowledge of VMware backup methodologies networking.
- Strong written and oral communication skills with the ability to document technical content.
- Microsoft Exchange and SQL Oracle CockroachDB and MongoDB is highly desirable.
- Experience with scripting languages (bash Python Perl PowerShell) is highly desirable.
- Bachelors Degree Degree in Computer Science Engineering related field OR relevant work experience.
- Hands-on experience with installation deployment troubleshooting configuration and tuning of previous systems and hardware an advantage
- Experience with AWS Azure and other cloud platforms is highly desirable.
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 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
Full Time
