At arenaflex, we're on a mission to secure the world's data. As a Senior Customer Success Engineer, you'll play a critical role in delivering exceptional support to our customers, ensuring their data remains protected and available. If you're passionate about delivering world-class technical support and have a knack for problem-solving, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of Zero Trust Data Security solutions, empowering organizations to achieve business resilience against cyberattacks, malicious insiders, and operational disruptions. Our innovative Security Cloud, powered by machine learning, secures data across enterprise, cloud, and SaaS applications. We're committed to fostering a culture of inclusion, where everyone feels valued, belongs, and can succeed.
**The Role**
As a Senior Customer Success Engineer, you'll be part of our Global Customer Support and Success Organization, a team of seasoned experts dedicated to delivering world-class post-purchase experiences. You'll serve as a trusted advisor to our customers and partners, working closely with cross-functional teams to deliver value and ensure timely activation and adoption of our SaaS products and technologies.
**Key Responsibilities**
* Independently diagnose and resolve complex technical issues in Rubrik products and customer environments, including Linux and Windows systems, VMWare virtual machines, and networking connectivity and performance issues.
* Troubleshoot and resolve issues with Rubrik appliances and cloud deployments, using tools like Wireshark and packet tracking and analysis tools.
* Author knowledge-base articles for customers and internal consumption, detailing symptoms, causes, workarounds, and solutions for common and known issues.
* Participate in weekend and holiday on-call/shift rotations, ensuring seamless support to our customers.
* Collaborate with Rubrik's Engineering and QA teams to recreate customer issues in the lab, review documentation on upcoming software releases, and develop and enhance tools for analyzing logs, stats, and performance data.
* Contribute to the effective and efficient handling of all levels of technical support cases, from basic user questions to complex issues requiring in-depth technical and problem-solving skills.
* Follow standard procedures for proper escalation of unresolved issues to internal teams and work with 3rd parties on interoperability issues.
* Provide prompt and accurate feedback to customers, ensuring 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 and addressing the most technically complex issues.
**Experience You'll Need**
* 10+ years of enterprise technical support experience in storage or backup verticals, including advanced issues such as snapshots, replication, data recovery, networking, and VMware administration.
* Working experience with Linux/Unix command line, VMware, backup technologies, and 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).
* Experience with scripting languages (bash, Python, Perl, PowerShell) is highly desirable.
* Bachelor's Degree in Computer Science, Engineering, or 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**
This position carries duties and responsibilities involving the U.S. Federal Government's 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
* Position Risk Designation: Non-Sensitive, Moderate Risk, Tier 2 (Public Trust)
* Position Risk Designation: Moderate Risk Law Enforcement (CJIS)
**Compensation and Benefits**
The minimum and maximum base salaries for this role are $119,500-$179,300 USD. The role is eligible for bonus potential, equity, and benefits. The salary offered will be determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
**Join Our Team**
If you're passionate about delivering exceptional technical support and have a knack for problem-solving, we want to hear from you. Apply now to become a part of our team and help us secure the world's data.
**Equal Opportunity Employer/Veterans/Disabled**
arenaflex 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.
**How to Apply**
To apply for this role, please visit our website and submit your application. We look forward to hearing from you!