Job Description

Location: Bangalore, India

Timings: EST hours 07:30PM - 04:30AM

Hybrid Model - 3 days from office & 2 days from home

About The Team

Rubrik’s Global Customer Support and Success Organization is a team of professionals committed to provide world class post purchase experience. The team is responsible for delivering post deployment technical support to customers and partners with a wide range of technologies and cloud deployments. The team is also responsible for delivering initial time to value by ensuring timely activation and adoption of Rubrik’s SaaS products and technologies. The member of the Global Support and Success Organization will serve as a key point of contact, a trusted advisor to Rubrik’s customers and partners and works closely with cross functional teams in order to deliver the value to customers. The Customer Support Team at Rubrik is composed of seasoned experts in the field of data management and security who possess an in-depth knowledge of Rubrik's solutions, data protection, and recovery strategies, and they are skilled at swiftly diagnosing and solving complex issues while keeping the overall customer experience at forefront.

In a world where data is the lifeblood of every organization, Rubrik's Customer Support Team serves as the backbone of our customer’s data security strategy. Their technical prowess, commitment to customer success, and dedication to rapid response ensure that our customer’s data remains protected and available, no matter the challenges that come your way.

About The Job

Customer Success Engineers provide enterprise level technical support to our customers via phone, web, email, chat and other support channels as required.Customer Success Engineers deliver effective solutions to both technical and non-technical end users while also supporting a wide range of technologies and cloud deployments.

What You Will Do

• Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills
• Listen to customer concerns and issues, uses appropriate troubleshooting and problem analysis techniques to isolate the root cause of the problems, and recommend / implement appropriate solutions to resolve the problem.
• Independently diagnose and resolve problems within our sphere of the customer environment
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team
• Provide advice and information to customers and partners regarding general cloud infrastructure as service offerings and best practices
• Research, troubleshoot and resolve escalated customer issues
• Provide prompt and accurate feedback to customers
• Requires the individual to exercise excellent judgment, at a faster-than average pace, while paying extremely close attention to detail and courtesy
• Ensure proper recording and closure of all issues
• Interact with various internal teams such as escalations, engineering and facilitate communication between customers and other teams
• Contribute technical content to Rubrik’s leading Deployment Guides, Knowledge Base, FAQ’s etc..
• Demonstrate case management skills for each case by resolving various issues quickly and proactively involving resources as needed to achieve high customer’s satisfaction.
• Produce written designs and documentation regarding proposed or actual cloud deployments

Experience You Will Need

• 3+ years doing enterprise technical support/Dev Ops, Troubleshooting including advanced issues such as snapshots, replication, data recovery, cloud deployments, networking, and vmware administration
• Must have outstanding problem-solving skills
• Must have good technical knowledge of Vmware, linux, Kubernetes, Google cloud platform, Aws and azure. Office 365 api, database knowledge preferably MSQL, Scripting Knowledge (Python, Perl…) Automation skills, Micro services architecture, SaaS systems, managing apps on clouds.
• Knowledge and hands on experience on cloud deployments.
• Willingness to learn and adapt to the entire technology stack
• Should be comfortable filing bugs and working with engineering to articulate problem scenarios for reproducing issues
• A Bachelor’s degree in Computer Science or Engineering.