Senior Customer Success Engineer (Monday Friday 2nd shift 12pm-9pm ET)

Morrisville, NC - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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; 2nd shift- 12pm-9pm EST (10% shift differential in base salary for 2nd shift)

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
Can cover US West (i.e.2nd shift EST)
Will be located in an office (T-Th) - RTP is the preferred location

#LI-UV1
#LI-Hybrid

The minimum and maximum base salaries for this role are posted below; additionally the role is eligible for bonus potential equity and benefits. The range displayed reflects the minimum and maximum target for new hire salaries for the role based on U.S. location. Within the range the salary offered will be determined by work location and additional factors including job-related skills experience and relevant education or training.

US (SF Bay Area DC Metro NYC) Pay Range

$112100$168200 USD

US2 (all other US offices/remote) Pay Range

$100900$151400 USD

Join Us in Securing the Worlds Data

Rubrik (RBRK) the Security and AI company operates at the intersection of data protection cyber resilience and enterprise AI acceleration. The Rubrik Security Cloud platform is designed to deliver robust cyber resilience and recovery including identity resilience to ensure continuous business operations all on top of secure metadata and data lake. Rubriks offerings also include Predibase to help further secure and deploy GenAI while delivering exceptional accuracy and efficiency for agentic applications.

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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.

EEO IS THE LAW

NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS

Required Experience:

Senior IC

About The TeamRubriks 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 ...