Senior 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 the flexibility to work on projects that they enjoy the most. This develops more capable engineers and keeps everyone engaged and happy.

ABOUT THE JOB

Job Description:

Rubrik is currently looking for a 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.

ABOUT YOU

Essential Functions:**

• 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, FAQs, etc..
• Demonstrate case management skills for each case by resolving various issues quickly and proactively involving resources as needed to achieve high customer 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, Microservices 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

ABOUT RUBRIK

Rubrik is one of the fastest-growing companies in Silicon Valley, revolutionizing data protection and management in the emerging multi-cloud world. We are the leader in cloud data management, delivering a single platform to manage and protect data in the cloud, at the edge, and on-premises. Enterprises choose Rubrik to simplify backup and recovery, accelerate cloud adoption, enable automation at scale, and secure against cyberthreats. Rubrik has raised over $553 million in venture funding, most recently at a valuation of $3.3 billion. We’ve been recognized as a Forbes Cloud 100 Company two years in a row and as a LinkedIn Top 10 startup.

Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability. In 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.