Technical Support Engineer

• Initiate triage and potential resolution of all new issues submitted by Nasuni customers.

• Proactively outreach to customers and address alerts received from the Nasuni monitoring service.

• Remotely troubleshoot and resolve complex product and customer environment issues.

• Escalate appropriate issues and work in coordination with the Sustaining Engineering team.

• Provide in-depth technical resolutions for customers and other customer-facing teams.

• Proactively keep customers updated on their issue while investigating and working in conjunction with Engineering.

• Contribute to the technical knowledge base regularly.

• Participate in rotating after-hours and weekend support schedules.

• Track and maintain all updates and customer communication through Salesforce case management system.

• Diagnose log files and prepare thorough analysis of technical issues prior to presenting to Engineering.

• Bachelor’s degree from an accredited 4-year college or university.

• 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 caseload of handling multiple customer issues simultaneously.

• Ability to be flexible and take on additional responsibilities where required.

 About Nasuni

• Best-in-class employee onboarding and training    
• “Take What You Need” paid time off policy    
• Incentive stock options    
• Comprehensive health, dental, and vision plans    
• Company-paid life and disability insurance    
• 401(k) and Roth IRA retirement plan    
• Generous employee referral bonuses    
• Flexible remote work policy    
• 10 Paid Holidays    
• A wide array of wellbeing offerings    
• Pre-tax savings accounts with company contributions    
• Great team culture and social activities    
• Collaborative workspaces    
• Free on-site fitness centers and stocked kitchens in select office locations    
• Professional development resources  

To all recruitment agencies: Nasuni does not accept agency resumes. Please do not forward resumes to our job boards, Nasuni employees or any other company location. Nasuni is not responsible for any fees related to unsolicited resumes.

Nasuni is an equal-opportunity employer. The equal employment opportunity policy at Nasuni protects employees and job applicants from discrimination on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs.