Senior Technical Support Engineer
Senior Technical Support Engineer - Hybrid Onsite - Marlborough, MA
The Senior Technical Support Engineer at Nasuni joins an elite support organization that ensure a 99% Customer Retention Rate. Our first-class support team sets the standard for technical excellence, making us extremely selective about who we invite to join our ranks. This is an opportunity to become part of a distinguished team of technical professionals known for both their expertise and their longevity with Nasuni.
The ideal candidate demonstrates system-level thinking with a deep understanding of how storage, network, OS, and cloud infrastructure interconnect in complex environments.
As a Senior TSE, you'll handle complex customer issues while embodying our customer-first philosophy. The role demands both technical excellence and the ability to navigate high-pressure situations with composure, particularly during critical escalations. This fast-paced, dynamic position requires not just problem-solving abilities, but also the empathy and communication skills to guide customers through technical challenges while driving continuous improvement initiatives that deliver measurable ROI.
Primary responsibilities:
- Initiate advanced triage and resolution of complex issues submitted by Nasuni customers
- Serve as a technical escalation point for junior TSEs
- Remotely troubleshoot and resolve sophisticated product and customer environment issues
- Apply system-level thinking to identify complex dependencies across storage, network, and cloud infrastructure
- Make data-driven decisions about appropriate escalation paths.
- Provide in-depth technical resolutions for customers and other customer-facing teams
- Maintain proactive customer communication throughout the support case lifecycle
- Contribute high-quality technical documentation to the knowledge base
- Analyze support trends to identify recurring issues and propose sustainable solutions
- Diagnose complex log files and prepare a thorough technical analysis before engaging Sustaining Engineering
- Track and maintain all case updates through our Salesforce case management system
- Demonstrate an ownership mentality by driving cases to resolution, even when multiple teams are involved
Required skills + experience we look for are …
* 3+ years of customer-facing, technical support or supporting enterprise storage customers.
* Data storage, backup, and/or archiving expertise.
* Technical expertise in: Linux, Unix, VMWare, Windows Server, Networking, NFS, CIFS, iSCSI.
* Experience working with and supporting Linux-based systems.
* Prior experience supporting enterprise-class customers with mission-critical technologies.
* Ability to effectively communicate with customers at a technical and business level.
* Proven experience of collaborating with other internal groups, such as the sustaining team, to deliver on customer expectations.
* Must be able to prioritize and manage a caseload of handling multiple customer issues simultaneously.
* Ability to be flexible and take on additional responsibilities where required.
- Best in class employee onboarding and training
- "Take What You Need” paid time off policy
- Comprehensive health, dental and vision plans
- Company-paid life and disability insurance
- 401(k) and Roth IRA retirement plan
- Generous employee referral bonuses
- Flexible remote work policy
- 10 Paid Holidays
- Wide array of wellbeing offerings
- Pre-tax savings accounts with company contributions
- Great team culture and social activities
- Collaborative workspaces
- Free on-site fitness centers and stocked kitchens in select office locations
- Professional development resources
Nasuni is an equal opportunity employer. The equal employment opportunity policy at Nasuni protects employees and job applicants from discrimination on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs.
This privacy notice relates to information collected (whether online or offline) by Nasuni Corporation and our corporate affiliates (collectively, “Nasuni”) from or about you in your capacity as a Nasuni employee, independent contractor/service provider or as an applicant for an employment or contractor relationship with Nasuni.
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Join Nasuni as a Senior Technical Support Engineer in beautiful Marlborough, MA, and elevate your career while working with a team that boasts a remarkable 99% Customer Retention Rate. This isn't just another tech support role; it's a chance to become part of an elite group renowned for their technical prowess and exceptional service. As a Senior TSE, you’ll tackle intricate customer issues with a customer-first mindset, ensuring that you deliver outstanding solutions in high-pressure situations. You'll be leveraging your extensive knowledge of storage, networking, and cloud infrastructure to resolve sophisticated product challenges. This dynamic role not only requires expert problem-solving skills but also a knack for effective communication and empathy to guide customers through technical hurdles. Your responsibilities will range from diagnosing complex issues and collaborating with junior TSEs, to crafting high-quality documentation and analyzing support trends. With over three years of experience in technical support and a background in enterprise storage, you'll contribute to our mission of driving continuous improvement initiatives that deliver measurable ROI. At Nasuni, you’ll enjoy an inclusive work culture, a flexible remote work policy, and a robust benefits package that underscores our commitment to employee well-being. If you’re passionate about tech support and ready to make a significant impact, consider joining Nasuni’s thriving family today!
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Nasuni is the leading hybrid cloud storage solution that powers business growth with effortless scalability, built-in security, and fast edge performance using a unique cloud-native architecture. The Nasuni File Data Platform delivers operational ...
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