Senior Customer Success Engineer II
4 weeks ago
Job Summary
Senior Customer Success Engineer II
Location:Bangalore
Shift:EST
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 Rubik'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:
Rubrik is looking for a Senior Customer Success Engineer to provide enterprise technical support to our customers via phone, web, email, chat, and other support channels as required.Senior Customer Success Engineer delivers practical solutions to technical and non-technical users while supporting a wide range of technologies and cloud deployments. Senior Customer Success Engineers would be required to work in shifts including weekends.
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 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, and 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 satisfaction. Produce written designs and documentation regarding proposed or actual cloud deploymentsDesired Skills and Experience:
6+ years doing enterprise technical support and have in-depth knowledge in Oracle database including Oracle DB Architecture, RAC, Backup and Recovery (RMAN), Dataguard, operating system, snapshots, replication, data recovery, networking, Databases such as DB2/Oracle/SAP HANA/Mongodb . Must have outstanding problem-solving skills Must have good technical knowledge of VMware, backup methodologies, Linux, Automation skills, SaaS systems, and managing apps on clouds Knowledge and hands-on experience on cloud deployments. Experience with scripting languages (Python, Perl…) is a big plus 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, Engineering or equivalent Language (verbal and written) : EnglishABOUT RUBRIK
Rubrik is one of the fastest growing companies in Silicon Valley, revolutionizing data protection and management in the emerging multi-cloud world. We are the leader in cloud data management, delivering a single platform to manage and protect data in the cloud, at the edge, and on-premises. Enterprises choose Rubrik to simplify backup and recovery, accelerate cloud adoption, enable automation at scale, and secure against cyberthreats. Rubrik has raised over $553 million in venture funding, most recently at a valuation of $3.3 billion. We’ve been recognized as a Forbes Cloud 100 Company two years in a row and as a LinkedIn Top 10 startup.
Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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