We are looking for a talented and driven Customer Success / Post-Sales Support Engineer to join our innovative, high-performing team. In this role, you will help deploy and support our cutting-edge storage technologies, directly impacting the day-to-day experience of our enterprise customers.
You will be responsible for resolving complex technical challenges, mitigating risks, training technical personnel, and acting as the Voice of the Customer within Lightbits. If you thrive on collaboration, love solving intricate technical problems, and are passionate about driving customer success, we want to talk to you.
Location: USA (Remote – Central or Mountain Time Zones preferred)
Requirement: U.S. Citizenship is mandatory
Responsibilities
- Customer Technical Support: Lead post-sales and customer success activities, partnering directly with customers to diagnose and resolve complex technical issues.
- Engineering Collaboration: Analyze diverse customer use cases and partner closely with internal engineering groups to develop unique solutions, ensuring an exceptional, customer-obsessed experience.
- Product Improvement: Leverage field insights and technical expertise to continuously improve Lightbits’ product supportability, quality, and internal processes.
- Infrastructure Guidance: Provide expert guidance to customers on capacity planning, performance monitoring, and integration with automation frameworks (e.g., Ansible).
- Lifecycle Management: Plan, validate, and oversee Lightbits software upgrades, OS updates, and security patches.
- Deployment & Baseline: Install and configure Lightbits clusters, validate networking and storage settings, and document clear operational baselines.
- Knowledge Sharing: Develop, update, and deliver targeted training sessions for customer technical teams, while actively contributing to internal team knowledge.
- Feature Development & Enhancements: Collaborate directly with core engineering teams to design, write, and implement small product features, enhancements, and bug fixes driven by customer feedback and field requirements.
Desired Skills and Experience
- Experience: At least 3 years of relevant experience in a customer-facing technical support, systems engineering, or post-sales role.
- Customer Centricity: Proven track record of working with external enterprise customers, featuring a positive attitude, high availability, and strong engagement.
- Problem-Solving: Exceptional debugging and troubleshooting skills with the ability to solve complex problems independently in a fast-paced environment.
- Storage & Hardware: Hands-on experience working with enterprise storage systems and troubleshooting server hardware issues.
- Linux & Scripting: Strong proficiency in Linux operating system administration and Shell scripting.
- Networking: Deep understanding of networking technologies and protocols (e.g., Ethernet, TCP).
- Support Operations: Solid understanding of enterprise support workflows, including ticket handling, proactive monitoring, and support metrics.
- Communication: Excellent verbal and written communication skills with the ability to explain complex technical concepts clearly.
- Team work: A collaborative team-player mindset, paired with a strong ability to self-manage and work independently.
- Travel: Readiness and willingness to travel as needed.
- Preferred (Plus) Skills:
- Proficiency with Python or other scripting languages.
- Familiarity with system security tools and performance benchmarking/monitoring tools.
- Education: Bachelor’s degree in Computer Science, Software Engineering, Electrical Engineering, or a related field (or equivalent commensurate experience).