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Job Summary
Customer Success Engineer II
About the Role
Rubrik's Global Customer Support and Success Organization is a team of professionals dedicated to delivering world-class post-purchase experiences. As a Customer Success Engineer II, you will be responsible for providing technical support to customers via phone, web, email, chat, and other support channels. Your primary goal will be to deliver effective solutions to both technical and non-technical end-users while supporting a wide range of technologies and cloud deployments.
Key Responsibilities
- Contribute to the effective and efficient handling of all levels of technical support cases, from basic user questions to issues requiring in-depth technical and problem-solving skills
- Listen to customer concerns and issues, use appropriate troubleshooting and problem analysis techniques to isolate the root cause of problems, and recommend/implement appropriate solutions to resolve issues
- Independently diagnose and resolve problems within 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
- 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 satisfaction
- Produce written designs and documentation regarding proposed or actual cloud deployments
Requirements
- 4+ years of experience in enterprise technical support/DevOps, troubleshooting, including advanced issues such as snapshots, replication, data recovery, cloud deployments, networking, and VMware administration
- Outstanding problem-solving skills
- Good technical knowledge of VMware, Linux, Kubernetes, Google Cloud Platform, AWS, and Azure
- Office 365 API, database knowledge (preferably MS SQL), scripting knowledge (Python, Perl), automation skills, microservices architecture, SaaS systems, managing apps on clouds
- Knowledge and hands-on experience with cloud deployments
- Willingness to learn and adapt to the entire technology stack
- Comfortable filing bugs and working with engineering to articulate problem scenarios for reproducing issues
- Bachelor's degree in Computer Science or Engineering
About Rubrik
Rubrik is a mission-driven company dedicated to securing the world's data. With Zero Trust Data Security, we help organizations achieve business resilience against cyberattacks, malicious insiders, and operational disruptions. Our Security Cloud, powered by machine learning, secures data across enterprise, cloud, and SaaS applications. We help organizations uphold data integrity, deliver data availability that withstands adverse conditions, continuously monitor data risks and threats, and restore businesses with their data when infrastructure is attacked.
Diversity, Equity & Inclusion at Rubrik
Rubrik is committed to building a culture where people of all backgrounds are valued, know they belong, and believe they can succeed. We strive to create a company culture where all employees feel they can bring their authentic selves to work and be successful.
