Customer Success Engineer
ABOUT THE TEAM
Rubrik Software Engineers are self-starters, driven, and can manage themselves. We believe in giving engineers responsibility, not tasks. Our goal is to motivate and challenge people to do their best work. To do that, we have a very fluid structure and give people flexibility to work on projects that they enjoy the most. This develops more capable engineers, and keeps everyone engaged and happy.
ABOUT THE JOB
Rubrik is currently looking for Senior Customer Success Engineer to provide enterprise level technical support to our customers via phone, web, email, chat and other support channels as required.
Senior Customer Success Engineers deliver effective solutions to both technical and non-technical end users while also supporting a wide range of technologies and cloud deployments. Senior Customer Success Engineers would be required to work in shifts including weekends.
- 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
- Listen to customer concerns and issues, uses appropriate troubleshooting and problem analysis techniques to isolate the root cause of the problems, and recommend / implement appropriate solutions to resolve the problem.
- 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 team
- Provide advice and information to customers and partners regarding general cloud infrastructure as service offerings and best practices
- Research, troubleshoot and resolve escalated customer issues
- Provide prompt and accurate feedback to customers
- Requires the individual to exercise excellent judgment, at a faster-than average pace, while paying extremely close attention to detail and courtesy
- Ensure proper recording and closure of all issues
- Interact with various internal teams such as escalations, engineering and facilitate communication between customers and other teams
- Contribute technical content to Rubrik’s leading Deployment Guides, Knowledge Base, FAQ’s etc..
- Demonstrate case management skills for each case by resolving various issues quickly and proactively involving resources as needed to achieve high customer’s satisfaction.
- Produce written designs and documentation regarding proposed or actual cloud deployments
Desired Skills and Experience:
- 4+ years doing enterprise technical support/Dev Ops, Troubleshooting including advanced issues such as snapshots, replication, data recovery, cloud deployments, networking, and vmware administration
- Must have outstanding problem-solving skills
- Must have good technical knowledge of vmware, linux, Kubernetes, Google cloud platform, Aws and azure. Office 365 api, database knowledge preferably MSQL, Scripting Knowledge (Python, Perl…)
Automation skills, Micro services architecture
SaaS systems, managing apps on clouds
Knowledge and hands on experience on cloud deployments.
- Willingness to learn and adapt to the entire technology stack
- Should be comfortable filing bugs and working with engineering to articulate problem scenarios for reproducing issues
- A Bachelor’s degree in Computer Science or Engineering
- Effective in communicating with stakeholders who prefer English and Chinese (written & verbal)
Rubrik, the Zero Trust Data Security Company™, delivers data security and operational resilience for enterprises. Rubrik’s big idea is to provide data security and data protection on a single platform, including Zero Trust Data Protection, Ransomware Investigation, Incident Containment, Sensitive Data Discovery, and Orchestrated Application Recovery. This means your data is ready so you can recover the data you need, and avoid paying a ransom. Because when you secure your data, you secure your applications, and you secure your business.
We are a leader in data security, have been recognized as as a Forbes Cloud 100 Company, named as a LinkedIn Top 10 Startup and are proud to have earned Great Place to Work® Certification™. There has never been a more exciting time to join Rubrik, and our future is even brighter. The work you do will help propel our next chapter of growth as you do the best work of your career.
Diversity, Equity & Inclusion @ Rubrik:
At Rubrik we are committed to building and sustaining a culture where people of all backgrounds are valued, know they belong, and believe they can succeed here.
Rubrik's goal is to hire and promote the best person for the job, no matter their background. In doing so, Rubrik is committed to correcting systemic processes and cultural norms that have prevented equal representation. This means we review our current efforts with the intent to offer fair hiring, promotion, and compensation opportunities to people from historically underrepresented communities, and strive to create a company culture where all employees feel they can bring their authentic selves to work and be successful.
Our DEI strategy focuses on three core areas of our business and culture:
- Our Company: Build a diverse company that provides equitable access to growth and success for all employees globally.
- Our Culture: Create an inclusive environment where authenticity thrives and people of all backgrounds feel like they belong.
- Our Communities: Expand our commitment to diversity, equity, & inclusion within and beyond our company walls to invest in future generations of underrepresented talent and bring innovation to our clients.