Customer Success Engineer II (Cork)
- Compensation
- Not disclosed
- Location
- Cork Ireland (hybrid)
- Work setup
- Remote
- Seniority
- Middle
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Customer success
- Posted
Skills
Must have
- You can work a 3x12 (Sat to Mon) or 4x10 (Wed to Sat, or Sun to Wed) shift
- 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
Full description
This is a weekend coverage role for either a 3x12 or 4x10 shift.
Qumulo's cloud data platform manages exabytes of the world's most demanding data, unifying files, objects, and every workload across edge, core, and cloud.
About the Position:
Qumulo customers don’t file support tickets - they message CSEs directly in Slack or Teams, and it’s a big part of why customers love us. We’re growing the team with a strategic, customer-focused, and results-driven CSE II with experience in data storage, enterprise server hardware, and cloud.
As a Customer Success Engineer II in Cork, you will provide weekend technical support for Qumulo customers across EMEA. You will own each case through resolution, across cloud deployments in AWS, Azure, and Google Cloud and on-premises clusters running on certified partner hardware, working with Engineering and our OEM partners as needed.
You’ll get to work directly with many of the world’s top brands in media, healthcare, finance, energy, and more while learning and growing alongside a highly skilled team. You have the opportunity to contribute to the success of our support programs, and with the 3x12 schedule option, have 4 days off each week.
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, Google Cloud, 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
Qualifications:
- You can work a 3x12 (Sat to Mon) or 4x10 (Wed to Sat, or Sun to Wed) shift
- 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