Customer Success Engineer II (4x10) - Cloud, Data Center, & Storage

Role overview

Provide hands-on technical support to enterprise customers running data storage systems in public clouds and on-premises environments. The Customer Success Engineer owns cases from initial investigation through resolution, works with engineering and hardware partners on complex issues, and helps improve support resources. This remote U.S. role follows a four-day schedule: Sunday through Wednesday, 8 a.m.–6 p.m. Central Time.

Responsibilities

- Manage customer cases through messaging, email, and calls, keeping customers informed until resolution. - Troubleshoot cloud and on-premises deployments, including permissions, performance, networking, and file system behavior. - Diagnose server component failures and coordinate replacements through vendor return processes. - Reproduce reported issues in a lab and provide senior engineers with clear case notes and diagnostic data. - Write knowledge base material, improve team runbooks, and report recurring issues or product gaps. - Help onboard colleagues and provide coverage for other regions during critical escalations when needed.

Requirements

- At least three years in customer-facing technical support, field engineering, or customer success for enterprise technology. - Availability for the stated Sunday–Wednesday schedule. - Ability to diagnose server components such as drives, network cards, power supplies, fans, and memory, and manage replacement workflows. - Strong Linux troubleshooting skills, including logs, diagnostic bundles, and tools such as tcpdump, ss, ip, smartctl, and iostat. - Understanding of enterprise storage networking, including VLANs, jumbo frames, and link aggregation. - Excellent written and verbal English communication, with the ability to adapt explanations for technical and executive audiences.

Nice to have

- Experience with AWS, Azure, or Google Cloud, or related administrator certifications. - Support experience with NFS or SMB storage, access permissions, and Active Directory. - Python, Bash, or other scripting skills, or familiarity with AI development tools.

Benefits and work setup

- Remote within the United States, with a four-day workweek. - Listed annual pay range of $95,000–$130,000, plus benefits and stock options; individual compensation depends on experience, skills, and role level.