Sr. Customer Support Manager 

Location: Morrisville, NC

Shift: 12 pm - 9 pm 

The Customer Support Manager is responsible for all aspects of customer post-sales support to  our US based customers and partners. Secondarily, the US support team is responsible for handling support requests using the follow-the-sun model  and provide support for other geographies such as APAC and EMEA requesting assistance. As a Support  Manager, your passion for exceeding customer expectations will flourish as you lead a team of  high caliber Support Engineers in delivering exceptional customer experience to our global customer base. You will be responsible for the management, professional growth and development  of the team. As a key member of the leadership team you are also responsible for delighting our  customers, developing excellent staff and achieving both tactical and strategic business development objectives. This role requires a high level of professional communication to all stake holders. 

The Manager of Customer Support is also responsible for short and long-term performance man agement of his/her direct reports, including managing individual operational indicators, written  performance reviews, and career planning. 

Responsibilities include: 

• Manage the business and operational excellence of our customer support organization • Implement the service delivery strategy defined by the organization. 
• Ensure that quality and service delivery standards are met and exceeded • Collaborate with other organizations such as Sales, Marketing, Operations, Engineering, QA,  and IT to improve overall customer satisfaction objectives 
• Manage the support operations and performance activities, customer satisfaction  • Drive operational improvements as it relates to customer satisfaction  
• Represent the Services functions as necessary on product teams and in various other Rubrik  decision-making forums 
• Evaluate and develop staff  
• Manages the activities of a group/department of technical support engineers and leads respon sible for providing remote technical support to resolving customer issues  • Closely monitoring top support issues after product launch, identifying gaps across all Support  tiers worldwide in support tools / resources needed to better support new features.  • Ability to identify support tasks that can be automated 
• Collect and analyze support center metrics to guide decisions about product and support quality 
• Handle escalations, initiate conference calls, drive escalations to positive closure by providing  timely status update all the stakeholders  
• Set Goals (KPI) and Review team performance daily, weekly, quarterly and half yearly  • Experience with phone home and proactive support best practices 

Education & Experience: 

• A Bachelor’s degree in any discipline 
• At least 7-10 years of experience working in technical customer support organizations. • At least 3 years’ experience as a people manager in support organizations, including a proven  track record of hiring and mentoring employees. 

General Skills 

• Excellent written & verbal communication skills 
• Planning, Decision Making, Staffing, Process Improvement 
• Excellent interpersonal and teamwork skills 
• Should ensure a high level of quality in process deliverables 
• Self-driven, proactive, hardworking, team-player with a good sense of humour • Should be open to work in any shift timing

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 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.

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.

Senior Customer Success Engineers at Rubrik will provide enterprise level technical support to our customers via phone, web, email, chat, onsite visits and other support channels as required. CSEs are responsible for delivering effective solutions to backup, recovery, replicate, archive, index and search data across Rubrik clusters and the cloud. CSEs will spend the majority of their time dealing with both technical and non-technical administrators and end users, with the remainder of the time spent with partners and other 3rd party vendors on interoperability issues. 

Work Location: Morrisville, NC Office - Hybrid (In office Tuesday-Thursday)

Work Schedule: 1st shift: 9am-6pm ET (Monday - Friday) 

What you’ll do:

• Independently diagnose and resolve problems in the Rubrik products, as well as in the customer environment (e.g  physical Linux and Windows system, VMWare virtual machines)
• Troubleshoot networking connectivity and performance issues between Rubrik appliances and the cloud (e.g. AWS, Microsoft Azure), using Wireshark and other packet tracking and analysis tools. Assist customers and partners in administrating and configuring network, router, switch (e.g. Juniper and Cisco), firewall and spam settings
• Author knowledge-base articles for customers and internal consumption, detailing the symptoms, cause, workaround and solutions of common and/or known issues
• Participate in weekend and holiday on-call/shift rotations
• Work with Rubrik's Engineering and QA teams to recreate customers' issues in the lab. Review documentations (e.g. Release Notes, User Guide) on upcoming new software releases
• Develop and enhance tools for analyzing logs, stats and performance data collected within the Rubrik appliances
• 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
• 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 teams
• Work with 3rd parties on interoperability issues
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Design, define and document support processes, training and knowledge-base articles for customer and internal consumption
• May work as assigned engineer on specific accounts
• Managing top accounts for Rubrik
• Addressing the most technically complex issues 

Experience you’ll need:

• 10+ years doing enterprise technical support in storage or backup verticals, including advanced issues such as snapshots, replication, data recovery, networking, and VMware administration
• Must have working experience with Linux / Unix command line
• Must have technical working experience of VMware, backup technologies, networking
• Strong written and oral communication skills with the ability to document and present technical content to all levels
• Strong experience in one or more of the following areas: Microsoft Enterprise Applications, Databases, Cloud Technologies (AWS, Azure, Google Cloud, Private Cloud Platforms), Storage (NAS and SAN)
• Strong experience with scripting languages (bash, Python, Perl, PowerShell) is highly desirable
• Bachelor's Degree in Computer Science, Engineering, related field OR relevant work experience
• Hands-on experience with installation, deployment, troubleshooting, configuration and tuning of enterprise applications and solutions
• Demonstrated experience in delivering a high-touch and delightful experience
• US citizenship
• Will be located in an office (T-Th) - RTP is the preferred location

Position Risk Designation section:

This position carries duties and responsibilities involving the U.S. Federal Government’s interests. The selected incumbent may be subject to one or both of the additional background checks with periodic re-screening as noted below:

Position Risk Designation: Non-Sensitive, Low Risk, Tier 1 

Incumbents without access to U.S. Government data may be required to complete Standard Form 85 and undergo a Tier 1 Investigation (T1) for non-sensitive positions of Low Risk. (Baseline screening; formerly National Agency Check and Inquiries (NACI)).

Position Risk Designation: Non-Sensitive, Moderate Risk, Tier 2 (Public Trust)

Incumbents with access to U.S. Government data may be required to complete Standard Form 85P and undergo Tier 2 (T2) Investigation for non-sensitive positions designated Moderate Risk.

Position Risk Designation:Moderate Risk Law Enforcement (CJIS)

When hired for a position where access to Moderate Risk criminal justice information is required, the employee must complete a fingerprint-based national criminal history background check within 30 days after the employee’s start date.

#LI-NM2
#LI-Hybrid 

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 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.

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.

Senior Customer Success Engineers at Rubrik will provide enterprise level technical support to our customers via phone, web, email, chat, onsite visits and other support channels as required. CSEs are responsible for delivering effective solutions to backup, recovery, replicate, archive, index and search data across Rubrik clusters and the cloud. CSEs will spend the majority of their time dealing with both technical and non-technical administrators and end users, with the remainder of the time spent with partners and other 3rd party vendors on interoperability issues. 

Work Location: Morrisville, NC Office - Hybrid (In office Tuesday-Thursday)

Work Schedule: M-F; 2nd shift- 12pm-9pm EST (10% shift differential in base salary for 2nd shift)

What you’ll do:

• Independently diagnose and resolve problems in the Rubrik products, as well as in the customer environment (e.g  physical Linux and Windows system, VMWare virtual machines)
• Troubleshoot networking connectivity and performance issues between Rubrik appliances and the cloud (e.g. AWS, Microsoft Azure), using Wireshark and other packet tracking and analysis tools. Assist customers and partners in administrating and configuring network, router, switch (e.g. Juniper and Cisco), firewall and spam settings
• Author knowledge-base articles for customers and internal consumption, detailing the symptoms, cause, workaround and solutions of common and/or known issues
• Participate in weekend and holiday on-call/shift rotations
• Work with Rubrik's Engineering and QA teams to recreate customers' issues in the lab. Review documentations (e.g. Release Notes, User Guide) on upcoming new software releases
• Develop and enhance tools for analyzing logs, stats and performance data collected within the Rubrik appliances
• 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
• 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 teams
• Work with 3rd parties on interoperability issues
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Design, define and document support processes, training and knowledge-base articles for customer and internal consumption
• May work as assigned engineer on specific accounts
• Managing top accounts for Rubrik
• Addressing the most technically complex issues 

Experience you’ll need:

• 10+ years doing enterprise technical support in storage or backup verticals, including advanced issues such as snapshots, replication, data recovery, networking, and VMware administration
• Must have working experience with Linux / Unix command line
• Must have technical working experience of VMware, backup technologies, networking
• Strong written and oral communication skills with the ability to document and present technical content to all levels
• Strong experience in one or more of the following areas: Microsoft Enterprise Applications, Databases, Cloud Technologies (AWS, Azure, Google Cloud, Private Cloud Platforms), Storage (NAS and SAN)
• Strong experience with scripting languages (bash, Python, Perl, PowerShell) is highly desirable
• Bachelor's Degree in Computer Science, Engineering, related field OR relevant work experience
• Hands-on experience with installation, deployment, troubleshooting, configuration and tuning of enterprise applications and solutions
• Demonstrated experience in delivering a high-touch and delightful experience
• US citizenship
• Can cover US West (i.e.,2nd shift EST)
• Will be located in an office (T-Th) - RTP is the preferred location

This position carries special Security and Privacy Responsibilities for protecting the U.S. Federal Government’s interests:

• Know, acknowledge, and follow system-specific security policies and procedures;
• Protect data and individual privacy per requirements and regulations;
• Perform ongoing activities in compliance with service and contractual obligations;
• Participate in role-based training, completing assignments on a timely basis; 
• Report security issues promptly, and aid investigation when needed;
• Support controlled changes and vulnerability remediation activities; and
• Work collaboratively with Information Security in designing, implementing, assessing or enhancing system-specific security and privacy controls. 

Position Risk Designation section:

This position carries responsibilities and duties involving U.S. Government interests. 

The selected incumbent may be subject to any or all of the additional background checks noted below:

Position Risk Designation: Non-Sensitive, Low Risk, Tier 1 

Incumbents without access to U.S. Government data may be required to complete Standard Form 85 and undergo a Tier 1 Investigation (T1) for non-sensitive positions of Low Risk. (Baseline screening; formerly National Agency Check and Inquiries (NACI)).

Position Risk Designation: Non-Sensitive, Moderate Risk, Tier 2 (Public Trust)

Incumbents with access to U.S. Government data may be required to complete Standard Form 85P and undergo Tier 2 (T2) Investigation for non-sensitive positions designated Moderate Risk.

Position Risk Designation:Moderate Risk Law Enforcement (CJIS)

When hired for a position where access to Moderate Risk criminal justice information is required, the employee must complete a fingerprint-based national criminal history background check within 30 days after the employee’s start date.

#LI-UV1
#LI-Hybrid 

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 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.

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.

Senior Customer Success Engineers at Rubrik will provide enterprise level technical support to our customers via phone, web, email, chat, onsite visits and other support channels as required. CSEs are responsible for delivering effective solutions to backup, recovery, replicate, archive, index and search data across Rubrik clusters and the cloud. CSEs will spend the majority of their time dealing with both technical and non-technical administrators and end users, with the remainder of the time spent with partners and other 3rd party vendors on interoperability issues. 

Work Location: Morrisville, NC Office - Hybrid (In office Tuesday-Thursday)

Work Schedule: 1st shift: 9am-6pm ET (Monday - Friday) 

What you’ll do:

• Independently diagnose and resolve problems in the Rubrik products, as well as in the customer environment (e.g  physical Linux and Windows system, VMWare virtual machines)
• Troubleshoot networking connectivity and performance issues between Rubrik appliances and the cloud (e.g. AWS, Microsoft Azure), using Wireshark and other packet tracking and analysis tools. Assist customers and partners in administrating and configuring network, router, switch (e.g. Juniper and Cisco), firewall and spam settings
• Author knowledge-base articles for customers and internal consumption, detailing the symptoms, cause, workaround and solutions of common and/or known issues
• Participate in weekend and holiday on-call/shift rotations
• Work with Rubrik's Engineering and QA teams to recreate customers' issues in the lab. Review documentations (e.g. Release Notes, User Guide) on upcoming new software releases
• Develop and enhance tools for analyzing logs, stats and performance data collected within the Rubrik appliances
• 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
• 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 teams
• Work with 3rd parties on interoperability issues
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Design, define and document support processes, training and knowledge-base articles for customer and internal consumption
• May work as assigned engineer on specific accounts
• Managing top accounts for Rubrik
• Addressing the most technically complex issues 

Experience you’ll need:

• 10+ years doing enterprise technical support in storage or backup verticals, including advanced issues such as snapshots, replication, data recovery, networking, and VMware administration
• Must have working experience with Linux / Unix command line
• Must have technical working experience of VMware, backup technologies, networking
• Strong written and oral communication skills with the ability to document and present technical content to all levels
• Strong experience in one or more of the following areas: Microsoft Enterprise Applications, Databases, Cloud Technologies (AWS, Azure, Google Cloud, Private Cloud Platforms), Storage (NAS and SAN)
• Strong experience with scripting languages (bash, Python, Perl, PowerShell) is highly desirable
• Bachelor's Degree in Computer Science, Engineering, related field OR relevant work experience
• Hands-on experience with installation, deployment, troubleshooting, configuration and tuning of enterprise applications and solutions
• Demonstrated experience in delivering a high-touch and delightful experience
• US citizenship
• Will be located in an office (T-Th) - RTP is the preferred location

Position Risk Designation section:

This position carries duties and responsibilities involving the U.S. Federal Government’s interests. The selected incumbent may be subject to one or both of the additional background checks with periodic re-screening as noted below:

Position Risk Designation: Non-Sensitive, Low Risk, Tier 1 

Incumbents without access to U.S. Government data may be required to complete Standard Form 85 and undergo a Tier 1 Investigation (T1) for non-sensitive positions of Low Risk. (Baseline screening; formerly National Agency Check and Inquiries (NACI)).

Position Risk Designation: Non-Sensitive, Moderate Risk, Tier 2 (Public Trust)

Incumbents with access to U.S. Government data may be required to complete Standard Form 85P and undergo Tier 2 (T2) Investigation for non-sensitive positions designated Moderate Risk.

Position Risk Designation:Moderate Risk Law Enforcement (CJIS)

When hired for a position where access to Moderate Risk criminal justice information is required, the employee must complete a fingerprint-based national criminal history background check within 30 days after the employee’s start date.

#LI-NM2
#LI-Hybrid