Senior Technical Support Engineer, Nasuni
Office located in Marlborough, MA
Hybrid cloud solutions for global enterprises
Job no longer available
Hybrid cloud solutions for global enterprises
501-1000 employees
Job no longer available
Office located in Marlborough, MA
501-1000 employees
Company mission
To remove the friction that keeps your data from fully serving you.
Role
Who you are
- The ideal candidate demonstrates system-level thinking with a deep understanding of how storage, network, OS, and cloud infrastructure interconnect in complex environments
- 3+ years of customer-facing, technical support or supporting enterprise storage customers
- Data storage, backup, and/or archiving expertise
- Technical expertise in: Linux, Unix, VMWare, Windows Server, Networking, NFS, CIFS, iSCSI
- Experience working with and supporting Linux-based systems
- Prior experience supporting enterprise-class customers with mission-critical technologies
- Ability to effectively communicate with customers at a technical and business level
- Proven experience of collaborating with other internal groups, such as the sustaining team, to deliver on customer expectations
- Must be able to prioritize and manage a caseload of handling multiple customer issues simultaneously
- Ability to be flexible and take on additional responsibilities where required
What the job involves
- The Senior Technical Support Engineer at Nasuni joins an elite support organization that ensure a 99% Customer Retention Rate
- Our first-class support team sets the standard for technical excellence, making us extremely selective about who we invite to join our ranks. This is an opportunity to become part of a distinguished team of technical professionals known for both their expertise and their longevity with Nasuni
- As a Senior TSE, you'll handle complex customer issues while embodying our customer-first philosophy
- The role demands both technical excellence and the ability to navigate high-pressure situations with composure, particularly during critical escalations
- This fast-paced, dynamic position requires not just problem-solving abilities, but also the empathy and communication skills to guide customers through technical challenges while driving continuous improvement initiatives that deliver measurable ROI
- Initiate advanced triage and resolution of complex issues submitted by Nasuni customers
- Serve as a technical escalation point for junior TSEs
- Remotely troubleshoot and resolve sophisticated product and customer environment issues
- Apply system-level thinking to identify complex dependencies across storage, network, and cloud infrastructure
- Make data-driven decisions about appropriate escalation paths
- Provide in-depth technical resolutions for customers and other customer-facing teams
- Maintain proactive customer communication throughout the support case lifecycle
- Contribute high-quality technical documentation to the knowledge base
- Analyze support trends to identify recurring issues and propose sustainable solutions
- Diagnose complex log files and prepare a thorough technical analysis before engaging Sustaining Engineering
- Track and maintain all case updates through our Salesforce case management system
- Demonstrate an ownership mentality by driving cases to resolution, even when multiple teams are involved
Our take
Nasuni manages unstructured data with its enterprise data platform for hybrid cloud environments. It addresses challenges in data storage scaling, security, and edge performance while making data AI-ready.
The platform simplifies the management of vast and unstructured data, enabling enterprises to unlock data silos and their intelligence. Also, by partnering with major cloud providers like Microsoft, AWS and Google Cloud, Nasuni offers seamless integration and support.
The company recently expanded into the French market to meet the growing demand for AI-ready data solutions and data security against ransomware. Partnering with local IT provider arcITek and serving top French companies, Nasuni aims to bolster its sales and technical teams and enhance its partner networks.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 11 rounds)
Mar 2022
$60m
GROWTH EQUITY VC
Jul 2020
$25m
LATE VC
Total funding: $224.5m
Company benefits
- Take-what-you-need paid time off
- Comprehensive medical, dental, and vision plans
- 401(k) retirement plan
- Professional growth opportunities and performance bonuses
- Work/life balance with flexible schedules and locations
- Generous employee referral bonus
- Incentive stock options
- Free on-site fitness center
- Flexible commuting options including bike, water shuttle, and public transporation
- Complimentary snacks and beverages
- Humanscale workstations with built-in stand-up desks
- Pre-tax commuter benefits in many states
- HSA and FSA plans
Company HQ
Government Center, Boston, MA
Leadership
Andres Rodriguez
(CEO & CTO)Previously the CTO of Hitachi Data Systems, Archivas, and The New York Times.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 14 more jobs at Nasuni