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Senior Software Engineer

2 months ago

Bengaluru, India Hitachi Vantara Full time
The RoleWe are seeking a senior Customer Success Engineer to join a fast-paced, collaborative Engineering team. In this role, you will become an expert in how the products in our portfolio work and handle the most difficult customer problems escalated into Engineering from Global Support Center. This role is critical to ensure product portfolio and customer success.Responsibilities- Engage with the Global Support Center team when they escalate customer issues into Engineering- Analyze, replicate, root cause complex software problems- Provide and follow up on action plans to Support teams until customer issues are resolved- Engage with Support leadership on time sensitive, critical customer issues- Set and manage expectations of cross-functional stakeholders of customer issues- Engage with other Customer Success leads across the solution portfolio on issues and projects that go across multiple products in the portfolio- Help drive improvements in process, knowledge transfer, training, etc.- Analyze the trends of escalation cases and use the data to advocate for product improvements & enhancements within your engineering teamExperience and Skills- 6-10 years of experience supporting customers (either in a technical support and/or engineering role) or equivalent.- Ability to troubleshoot, strong attention to details and advanced problem solving skills.- Ability to quickly ramp up on new, different technologies and product features.- Ability to convey complex technical information in a clear and concise manner.- Experience in some programming language with ability to understand Java code.- Ability to understand and analyze JVM(Java) logs and system logs.- Outstanding interpersonal and communication skills- Strong teamwork, leadership, and initiative to learn- Domain Exp in Storage/networking is mandatory along with good Linux skills.- Relevant formal education, including BSCS or MSCS- A genuine passion for advocating for customers and your product

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