Senior Customer Success Engineer I
Location:Bangalore,India
Shift:EST (5:30 P.M- 2:30 A.M)
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 Rubik'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.
About the Job:
Rubrik is looking for a Senior Customer Success Engineer to provide enterprise technical support to our customers via phone, web, email, chat, and other support channels as required.Senior Customer Success Engineer delivers practical solutions to technical and non-technical users while supporting a wide range of technologies and cloud deployments. Senior Customer Success Engineers would be required to work in shifts including weekends.
What you will Do:
- 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
- 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.
- 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 team
- Research, troubleshoot, and resolve escalated customer issues
- Provide prompt and accurate feedback to customers
- Requires the individual to exercise excellent judgment, at a faster-than average pace, while paying extremely close attention to detail and courtesy
- Ensure proper recording and closure of all issues
- Interact with various internal teams such as escalations, and engineering, and facilitate communication between customers and other teams
- Contribute technical content to Rubrik’s leading Deployment Guides, Knowledge Base, FAQ’s etc.
- Demonstrate case management skills for each case by resolving various issues quickly and proactively involving resources as needed to achieve high customer satisfaction.
- Produce written designs and documentation regarding proposed or actual cloud deployments
Desired Skills and Qualifications:
- At least 6 years of experience providing enterprise-level technical support, demonstrating extensive expertise in Oracle databases and NoSQL Databases. This includes solid knowledge of Oracle Database Architecture, Real Application Clusters (RAC), Data Guard, Backup and Recovery (RMAN), Operating systems concepts, Data Snapshots, Replication strategies, Data Recovery methodologies, Exadata ,MongoDB Ops Manager and Networking.
- Working knowledge and experience across multiple database platforms such as DB2, SAP HANA, Microsoft SQL Server, PostgreSQL, MySQL, MariaDB, Informix, Redis, and others.
- Familiarity with NoSQL databases such as MongoDB and Cassandra.
- Hands-on experience with cloud-based database solutions like AWS RDS, Azure SQL, and Oracle Cloud Infrastructure (OCI) is strongly preferred.
- Familiarity with and practical application of Generative AI (GenAI) tools like ChatGpt, Gemini will be added advantage.
- Strong understanding and experience in virtualization technologies, backup methodologies, automation practices, Linux administration and operating systems, SaaS services, and maintaining cloud-based applications.
- Demonstrated proficiency and hands-on experience in Linux environments and troubleshooting.
- Practical experience deploying and managing database solutions in Cloud environments.
- Exceptional problem-solving capabilities and troubleshooting skills.
- Expertise with scripting languages such as Bash, Python, Perl, PowerShell would be highly advantageous.
- Strong desire to continuously learn, adapt, and stay current with evolving technologies throughout the entire technology stack.
- Comfortable working closely with engineering teams in logging issues, providing detailed bug reports, and effectively communicating precise scenarios for reproducing and resolving problems.
- Bachelor's Degree in Computer Science, Engineering, or a closely related technical field.
- Strong written and oral communication skills with the ability to document and present technical content to all levels
#LI-AS2
Rubrik (NYSE: RBRK) is on a mission to secure the world’s data. With Zero Trust Data Security™, we help organizations achieve business resilience against cyberattacks, malicious insiders, and operational disruptions. Rubrik Security Cloud, powered by machine learning, secures data across enterprise, cloud, and SaaS applications. We help organizations uphold data integrity, deliver data availability that withstands adverse conditions, continuously monitor data risks and threats, and restore businesses with their data when infrastructure is attacked.
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Inclusion @ RubrikAt 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.
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.
Our inclusion strategy focuses on three core areas of our business and culture: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.
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.
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.
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.
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.
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