Customer Success Engineer (2nd shift: 12pm-9pm ET) - FedRAMP

About The Team

Rubrik’s 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 Rubrik’s 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 Rubrik’s 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 Rubrik's 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, Rubrik's Customer Support Team serves as the backbone of our customer’s data security strategy. Their technical prowess, commitment to customer success, and dedication to rapid response ensure that our customer’s 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 you’ll 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 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 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 you’ll 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
• Bachelor's 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

This position carries special Security and Privacy Responsibilities for protecting the U.S. Federal Government’s interests:

• Know, acknowledge, and follow system-specific security policies and procedures;
• Protect data and individual privacy per requirements and regulations;
• Perform ongoing activities in compliance with service and contractual obligations;
• Participate in role-based training, completing assignments on a timely basis; 
• Report security issues promptly, and aid investigation when needed;
• Support controlled changes and vulnerability remediation activities; and
• Work collaboratively with Information Security in designing, implementing, assessing or enhancing system-specific security and privacy controls. 

Position Risk Designation section:

This position carries responsibilities and duties involving U.S. Government interests. 

The selected incumbent may be subject to any or all of the additional background checks 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 employee’s start date.

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