Customer Support Engineer - Level 1

Hammerspace is seeking a highly skilled and experienced Customer Support Engineer / East Coast, who will ensure the overall success and retention of our customer base.  The ideal candidate will have excellent troubleshooting skills coupled with a deep understanding of filesystems, storage and networking. The Customer Support Engineer will engage with our customers to understand and resolve their complex technical issues, leveraging their strong technical acumen and stellar communication skills.

Responsibilities

• Provide Hammerspace customers with top-tier support by solving their technical issues and replying to them in a timely fashion

• Partner with sales, product & engineering to ensure that customer’s needs are met

• Prioritize and drive resolution for escalated customer issues

• Document systematic learnings so that they can be leveraged in our Customer Knowledge Base

• Leverage current toolsets and cross functional team members to creatively identify and resolve customer technical issues

• Participate in team ceremonies to ensure proper knowledge sharing, team growth and iteration on our support processes

Qualifications

• 7+ years in a customer support role, with experience working in cloud, storage, networking environments

• Ability to analyze system and network diagnostics to clearly articulate issue to customer and internal cross-functional team

• Understanding of SMB & NFS protocols tools

• Understanding of Active Directory & Kerberos systems

• Understanding of networking protocols and entry level analysis of network packet captures

• Previous scripting experience a plus 

• Ability to parse and analyze system logs 

• Exceptional communication skills, with ability to prioritize competing escalations

• Excellent troubleshooting skills and ability to work with cross-functional teams

• Multilingual candidates preferred

The anticipated base salary range for this role is $70,000-110,000. Actual compensation will be determined by several factors including, but not limited to, level of professional/education experience, skills/abilities, internal equity, and budgetary considerations. In addition, Hammerspace offers a broad range of health plans for medical, dental, vision, life and disability. We also offer 401k plans and flexible time off.

Hammerspace is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, gender, religion, sex, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.

Notice to Recruiters and Staffing Agencies:

Agencies are hereby specifically directed not to contact Hammerspace employees directly in an attempt to present candidates. To protect the interests of all parties, Hammerspace will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Hammerspace will be considered Hammerspace property. Hammerspace will not pay a fee for any placement resulting from the receipt of an unsolicited resume. Hammerspace will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.

Agency must obtain advance written approval from Hammerspace’s recruiting function to submit resumes, and then only in conjunction with a valid fully-executed contract for service and in response to a specific job opening. Hammerspace will not pay a fee to any Agency that does not have such agreement in place.