[Hiring] Customer Success Engineer II @Qumulo

Role Description

This is a weekend coverage role requiring 8am-6pm CT, Sunday - Wednesday. Qumulo customers don’t file support tickets; they message CSEs directly in Slack or Teams, and it’s a big part of why customers love us. We’re growing this team and need a strategic, customer-focused, and results-driven CSE II experienced in data storage, enterprise server hardware, and cloud.

As a Customer Success Engineer II, you will provide technical support for Qumulo customers across the USA. You'll own cases through to resolution across cloud deployments in AWS, Azure, and Google Cloud, and on-premises clusters running on certified partner hardware, working with Engineering and our OEM partners as needed. You’ll get to work directly with many of the world’s top brands in media, healthcare, finance, energy, and more while learning and growing alongside a highly skilled team - and benefit from a 4-day week!

Responsibilities

• Own customer cases end to end in Slack, Teams, email, and on calls, until the issue is resolved and the customer knows it.
• Troubleshoot Qumulo in AWS, Azure, GCP, and on customers’ own hardware: permissions, performance, networking, and file system behavior.
• Diagnose server hardware issues and coordinate replacements with OEM partners like HPE, Cisco, and Supermicro.
• Manage complex issues with senior engineers including a handover with clean case summaries and the diagnostic data attached.
• Reproduce customer issues in the lab to help Engineering diagnose and validate fixes.
• Write knowledge base articles and improve the runbooks your team uses.
• Flag recurring issues and product gaps to Engineering and Product.
• Help onboard other CSEs.
• Cover other regions during critical escalations when needed.

Qualifications

• You can work 8am-6pm CT, Sunday - Wednesday.
• You’ve spent 3+ years in customer-facing technical support, field engineering, or customer success for enterprise technology.
• You can diagnose a failing SSD, HDD, NIC, PSU, fan, or DIMM and run the replacement through the vendor’s RMA process.
• Linux is home: logs, diagnostic bundles, tcpdump, ss, ip, smartctl, iostat.
• You understand the networking under enterprise storage, including VLANs, jumbo frames, and link aggregation.
• You have excellent written and verbal communication skills in English (multilingual would be a plus) and can tailor for different audiences such as a storage admin or their CTO.
• Experience on AWS, Azure, or Google Cloud is a strong plus, along with certs like AWS SysOps Administrator or Azure Administrator.
• Bonus if you’ve supported NFS or SMB file storage, permissions and Active Directory included, on a platform like NetApp, Dell PowerScale (Isilon), Pure, or Qumulo.
• Nice to have: Python, Bash, or other scripting skills and/or experience with modern AI development tools.

Requirements

• This is a remote role based in the USA.
• The annual pay range for the role is $95,000 - $130,000 plus benefits and pre-IPO stock options.
• Individual pay depends on various factors, such as role level, relevant experience, and skills.

Company Description

Built for the most demanding enterprise workloads, from AI and HPC simulations to Splunk Observability, genomics and PACS medical imaging, geospatial datasets, media editing and rendering, and video surveillance, Qumulo unlocks the full power of an organization’s information. Our platform unifies file and object storage across data centers, edge, and public clouds, enabling efficient, accelerated computing and extending the reach of data unbound by protocol or transport limitations.

• With more than 1,100 customers and exabytes of data under management, Qumulo powers mission-critical workloads anywhere real-time access to massive file datasets is non-negotiable.
• Qumulo delivers radical simplicity, hardware freedom, exceptional customer support, and a true hybrid-cloud architecture.