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

Qumulo is hiring a Customer Success Engineer II to provide technical support for customers across cloud deployments and on-premises storage clusters. The role owns customer cases through resolution, troubleshoots cloud and hardware issues, and works with Engineering and OEM partners as needed.

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

Requirements:

• 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
• Experience on AWS, Azure, or Google Cloud
• multilingual would be a plus
• 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