Designated CSE (Customer Solution Engineer) - Cambridge
Job Details
permanent
Cambridge, Eastern, United Kingdom
Scality
06.12.2023
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Full Job Description
You are technical and customer focused, you
seek for quality and you love to help customers achieve success, this
job might be for you!
The Designated CSE
is responsible for delivering world-class customer service and
expertise to customers located in strategic locations in the EMEA
region. This role is a hands-on, customer facing position and combines
both support and service related activities. As part of a specific
dedicated team, the Designated CSE is accountable for delivering value
and supporting customers’ business success while driving long-term
customer loyalty.
As such, you will take ownership of
several customer technical accounts management and ensure their
adequate adoption of Scality’s solutions. The Designated CSE will
provide integration, consulting, training, support and professional
services as appropriate, with strong proactivity and responsiveness to
customer requests, continuous improvement in the quality of customer
interaction and satisfaction, processes optimization and ownership of
appropriate escalations.
This position
reports to the Director of the Dedicated Care Service.
Scope
You will be responsible for the successful delivery of the
Dedicated Care Service to customers across the EMEA region as per the
Dedicated Care Service contract, including:
- creating and
using high-quality technical and business documentation, including
systematically updating process documentation, customer architecture
and configuration documentation upon change activity
-
organizing sequenced customers check-ins and preparing accurate and
timely reports
- conducting customers’ platform
monitoring
- analyzing and reporting metrics
appropriately to the customers
- performing planification
and delivery of professional services,
- conducting
periodic reviews of customer operations
- processing
tickets, ensuring respect of response time SLAs
-
managing escalations within the company as appropriate
-
reviewing support cases to proactively identify service improvement
opportunities, performing root cause analysis
-
Proactively advising and working with customers to understand and
support growth and future usage to plan for scalability and optimal
performance, in coordination with Global support teams, Sales teams
and other Services and Support teams
For
that, you will be expected to:
- understand customers’
business and requirements
- position yourself as a
privileged designated consultant, driven by excellence, and as trusted
advisor supporting the customers’ business success
-
ensure appropriate activities planning
- identify
opportunities for improvement and business development
-
provide quality external and internal communication
-
drive effective collaboration with the other departments such as
Customer Support, Professional services and Sales teams to deliver the
Dedicated Care service and to ensure long term relationship with the
customers
You may also contribute to
ad-hoc projects around knowledge management, methods and tools serving
the development of the worldwide services and support communities at
Scality.
Ability to travel up to 50 %
once Covid-19 restrictions are no longer in place.
What Scality can offer you:
- an international and diverse culture. W e encourage
diversity of backgrounds and experiences!
- we support
training and development
- we enjoy get-togethers and fun
- We encourage employees to participate in corporate
responsibility program initiatives
- sport and wellness
program
Your Background:
- Proven track record of
customer facing professional services and /or support delivery or
consulting
- Minimum 10 years of technical implementation
and technologies experience
- Hands-on technical delivery
management
Technical Skills:
- Strong understanding of
Linux Operating System architecture (minimum of 5 years of experience
operating Linux platforms)
- In depth hands on UNIX/Linux
system administration skills and experience in managing large scale
distributed environments (minimum of 5 years)
-
Significant understanding of hardware, specially x86 platforms,
including RAID architecture and file systems
- Experience
on storage environment (NAS, SAN, RAID, distributed file system,
object storage, Restful API, Amazon S3)
- Solid networking
knowledge: low level networking concepts, bridging, bonding, vlan,
TCP/IP
- Knowledge of High Availability environment
(distributed system, load balancing, cloud platforms) and container
technologies (docker, kubernetes)
- Knowledge with Web
Servers, Backups, Email, Package Management, Monitoring in a large
scale production environment
- Scripting skills (Python,
Perl, Shell), Automation (Saltstack, Ansible)
- Knowledge
of ITIL Problem and Change management processes
-
Knowledge of Atlassian stack (Jira, Confluence)
Interpersonal Skills:
- Proven record of establishing strong interpersonal
relationships, towards both internal and external customers
- Ability to listen, understand and report customer needs
- Strong problem-solving skills
- Personal
accountability for achieving results
- Strong Project
management skills
- Ability to communicate effectively,
with a business oriented-approach, with both customer and Scality
internal stakeholders
- Autonomy to manage dedicated
accounts, ability to take ownership of projects/accounts and show
initiative
- Ability to multiple tasks and manage projects
simultaneously in a fast-paced environment, with refocus based on
changing priorities
- Adaptable and Able to work
independently with minimal supervision
- Proven experience
in working effectively with cross-functional teams on site and remote
Language
skills
- Fluent in English and French (written and
spoken)
- Additional European language is a plus.
About
Scality
Scality is one of the most prominent
FrenchTech companies, recognized in France and abroad for its
technical leadership and its open source contributions. Selected for
the #FT120, Scality is also a worldwide leader in the space of
software defined storage. Scality has over 300 customers in more than
30 countries, and they include some of the largest telecom operators
and banks in the world, many TV stations, and over 30 hospitals. For
its team members, Scality wants to be an exceptional employer with
many benefits such as continuous education and sport budgets, donation
matching, paternity leave and many other benefits that go well beyond
standards. Scality is also a conscious company which invested heavily
in room-to-room conferencing to minimize travel and compensate for all
its travel related carbon emissions.
Scality’s internal motto is: “work hard, play hard, eat
well and amaze the customer!”
Eat well really means
“Enjoy Life” which Scality employees and leaders do very well!
Learn more about Scality on our careers page .
Get an inside
look into the culture and life at Scality HERE .