qumulo - Customer Success Engineer II (4x10) - Cloud, Data Center, & Storage
Requirements
• You can work 8am-6pm CT, Sunday - Wednesday • You’ve spent 3+ years in customer-facing technical support, field engineering, or customer success for enterprise technology • You can diagnose a failing SSD, HDD, NIC, PSU, fan, or DIMM and run the replacement through the vendor’s RMA process • Linux is home: logs, diagnostic bundles, tcpdump, ss, ip, smartctl, iostat • You understand the networking under enterprise storage, including VLANs, jumbo frames, and link aggregation • You have excellent written and verbal communication skills in English (multilingual would be a plus) and can tailor for different audiences such as a storage admin or their CTO • Experience on AWS, Azure, or Google Cloud is a strong plus, along with certs like AWS SysOps Administrator or Azure Administrator • Bonus if you’ve supported NFS or SMB file storage, permissions and Active Directory included, on a platform like NetApp, Dell PowerScale (Isilon), Pure, or Qumulo • Nice to have: Python, Bash, or other scripting skills and/or experience with modern AI development tools • This is a remote role based in the USA. The annual pay range for the role is $95,000 - $130,000 plus benefits and pre-IPO stock options. Individual pay depends on various factors, such as role level, relevant experience, and skills.
Responsibilities
• Own customer cases end to end in Slack, Teams, email, and on calls, until the issue is resolved and the customer knows it • Troubleshoot Qumulo in AWS, Azure, GCP, and on customers’ own hardware: permissions, performance, networking, and file system behavior • Diagnose server hardware issues and coordinate replacements with OEM partners like HPE, Cisco, and Supermicro • Manage complex issues with senior engineers including a handover with clean case summaries and the diagnostic data attached • Reproduce customer issues in the lab to help Engineering diagnose and validate fixes • Write knowledge base articles and improve the runbooks your team uses • Flag recurring issues and product gaps to Engineering and Product • Help onboard other CSEs • Cover other regions during critical escalations when needed
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