Customer Success Engineer II

<p>&nbsp;</p> <p class="p1" style="text-align: center;"><span style="text-decoration: underline;"><span class="s1"><strong>Customer Success Engineer II</strong></span></span></p> <p class="p3"><span class="s1"><strong>Location: Bangalore, India</strong></span></p> <p><strong>About The Team</strong></p> <p>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&nbsp; possess an&nbsp; in-depth knowledge of Rubrik'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.</p> <p>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.</p> <p class="p3"><span class="s1"><strong><br>About the Job:<br></strong></span></p> <p class="p4"><span class="s1">Customer Success Engineers provide enterprise level technical support to our customers via phone, web, email, chat and other support channels as required.</span><span class="s1">Customer Success Engineers deliver effective solutions to both technical and non-technical end users while also supporting a wide range of technologies and cloud deployments.&nbsp;</span></p> <p class="p5"><span class="s1"><strong>What you will Do:</strong></span></p> <ul class="ul1"> <li class="li6"><span class="s1">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</span></li> <li class="li6"><span class="s1">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. </span></li> <li class="li6"><span class="s1">Independently diagnose and resolve problems within our sphere of the customer environment</span></li> <li class="li7"><span class="s1">Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team</span></li> <li class="li7"><span class="s1">Provide advice and information to customers and partners regarding general cloud infrastructure as service offerings and best practices</span></li> <li class="li6"><span class="s1">Research, troubleshoot and resolve escalated customer issues </span></li> <li class="li6"><span class="s1">Provide prompt and accurate feedback to customers</span></li> <li class="li6"><span class="s1">Requires the individual to exercise excellent judgment, at a faster-than average pace, while paying extremely close attention to detail and courtesy </span></li> <li class="li6"><span class="s1">Ensure proper recording and closure of all issues</span></li> <li class="li6"><span class="s1">Interact with various internal teams such as escalations, engineering and facilitate communication between customers and other teams </span></li> <li class="li6"><span class="s1">Contribute technical content to Rubrik’s leading Deployment Guides, Knowledge Base, FAQ’s etc.. </span></li> <li class="li7"><span class="s1">Demonstrate case management skills for each case by resolving various issues quickly and proactively involving resources as needed to achieve high customer’s satisfaction.</span></li> <li class="li7"><span class="s1">Produce written designs and documentation regarding proposed or actual cloud deployments</span></li> </ul> <p class="p1"><span class="s1"><strong>Experience You will need:</strong></span></p> <ul class="ul1"> <li class="li6"><span class="s1">4+ years doing enterprise technical support/Dev Ops, Troubleshooting including advanced issues such as snapshots, replication, data recovery, cloud deployments, networking, and vmware administration</span></li> <li class="li6"><span class="s1">Must have outstanding problem-solving skills</span></li> <li class="li7"><span class="s1">Must have good technical knowledge of Vmware, linux, Kubernetes, Google cloud platform, Aws and azure. Office 365 api, database knowledge preferably MSQL, Scripting Knowledge (Python, Perl…) Automation skills, Micro services architecture, SaaS systems, managing apps on clouds.</span></li> <li class="li7"><span class="s1">Knowledge and hands on experience on cloud deployments.</span></li> <li class="li7"><span class="s1">Willingness to learn and adapt to the entire technology stack</span></li> <li class="li6"><span class="s1">Should be comfortable filing bugs and working with engineering to articulate problem scenarios for reproducing issues</span></li> <li class="li6"><span class="s1">A Bachelor’s degree in Computer Science or Engineering</span>.</li> </ul> <p><span style="font-weight: 400;">#LI-DR2</span></p><div class="content-conclusion"><h2>Join Us in Securing the World's Data</h2> <p>Rubrik (RBRK), the Security and AI company, operates at the intersection of data protection, cyber resilience and enterprise AI acceleration. The Rubrik Security Cloud platform &nbsp;is designed to deliver robust cyber resilience and recovery including identity resilience to ensure continuous business operations, all on top of secure metadata and data lake. Rubrik’s offerings also include Predibase to help further secure and deploy GenAI while delivering exceptional accuracy and efficiency for agentic applications.</p> <p><a href="https://www.linkedin.com/company/rubrik-inc/mycompany/verification/">Linkedin</a> | <a href="https://twitter.com/rubrikinc">X (formerly Twitter)</a> | <a href="https://www.instagram.com/rubrikinc/" target="_blank">Instagram</a> |&nbsp;<a href="https://www.rubrik.com">Rubrik.com</a></p> <h2>Inclusion @ Rubrik</h2> <p>At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.</p> <p>Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.</p> <h3>Our inclusion strategy focuses on three core areas of our business and culture:</h3> <ul> <li> <p style="line-height: 1;">Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.</p> </li> <li style="line-height: 1;"> <p>Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.</p> </li> <li> <p style="line-height: 1;">Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.</p> </li> </ul> <h2>Equal Opportunity Employer/Veterans/Disabled</h2> <p>Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.</p> <p>Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. 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.&nbsp;</p> <p>Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hr@rubrik.com if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.</p> <p><a href="https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf" target="_blank">EEO IS THE LAW</a></p> <p><a href="https://www.dol.gov/sites/dolgov/files/olms/regs/compliance/eo_posters/employeerightsposter2page_19final.pdf" target="_blank">NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS</a></p></div>