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Customer Success Engineer - Proactive

Rubrik, Bangalore, India

Bringing Speed and Scale to the Enterprise


Customer Success Engineer - Proactive

Rubrik is looking for Customer Success Engineer for Proactive Support Team who is passionate to provide exceptional customer experience via proactive customer touchpoints. The ideal engineer would specialize in troubleshooting Rubrik products using a proactive monitoring system that leverages AI and ML technologies. To be successful in this role, you must possess strong technical problem-solving and customer service skills and be someone who embraces challenges by learning new technologies.

Responsibilities:

  • Provide expert-level technical support through proactive notification and assistance to customers to resolve technical known issues and institute best practices
  • Review every alert for a thorough understanding of the issue and carry out the action plan for known software and hardware issues
  • Troubleshoot unresolved/Unknown software problems in close collaboration with Support Engineering and Engineering teams
  • Research, troubleshoot and resolve complex software and hardware issues independently and provide expert level analysis and recommendations to customers
  • Contribute to product enhancements and changes by closely working with Support  Engineering, engineering and product teams based on the feedback from customers and field teams.
  • Review and comply with the technical documentation and procedures
  • Perform cluster health checks and monitor the health of the cluster to ensure optimal performance
  • Track and maintain all customer communications and case documentation in CRM tool
  • Communicate progress of resolution to customers and provide status updates in a timely fashion
  • Regular follow-ups with customers with recommendations, updates and action plans.
  • Develop and contribute to the internal and external knowledge base.
  • Go above and beyond to support customers business and use of the Rubrik Products
  • Flexible with the shift hours

Qualifications (Education and Experience):

  • A Bachelor’s degree in Computer Science, Engineering
  • with 2+ years of related work experience

Technical Skills:

  • Linux Administration, Virtualization (vCenter & ESXi), Network Fundamentals

Soft Skills:

  • Excellent written & verbal communication skills
  • Excellent inter-personal skills
  • Self-driven, proactive, hardworking, team-player with a good sense of humor
  • Strong problem solving, troubleshooting and analysis skills

About Rubrik

Rubrik is a cloud data management platform. They manage data and computing systems for large companies with operations spanning multiple compute clouds. Their goal is giving complex enterprise systems the simple interface of a consumer application.

Want to learn more about Rubrik? Visit Rubrik's website.