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Job Summary

ABOUT THE TEAM

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. Specific duties include the following:

ABOUT THE JOB

In this role, you will:

  • Independently and with Team 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 packet tracking and analysis tools.
  • 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 if required. *
  • 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 interop 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.
  • Participate in on-call/shift rotation.

ABOUT YOU

  • 5+ years providing enterprise technical support in storage or backup verticals, including advanced issues such as snapshots, replication, data recovery, networking, and VMware administration.
  • Must have knowledge of Linux / Unix command line experience. 
  • Must have good technical knowledge of VMware, backup methodologies, networking.
  • Strong written and oral communication skills with the ability to document technical content. 
  • Microsoft Exchange and SQL, Oracle, CockroachDB and MongoDB is highly desirable. 
  • Experience with scripting languages (bash, Python, Perl, PowerShell) is highly desirable. 
  • Bachelor's Degree Degree in Computer Science, Engineering, related field OR relevant work experience.
  • Hands-on experience with installation, deployment, troubleshooting, configuration and tuning of previous systems and hardware an advantage
  • Experience with AWS, Azure and other cloud platforms is highly desirable.

About Rubrik:

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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Diversity, Equity & Inclusion @ Rubrik

At Rubrik we are committed to building and sustaining a culture where people of all backgrounds are valued, know they belong, and believe they can succeed here.

Rubrik's goal is to hire and promote the best person for the job, no matter their background. In doing so, Rubrik is committed to correcting systemic processes and cultural norms that have prevented equal representation. This means we review our current efforts with the intent to offer fair hiring, promotion, and compensation opportunities to people from historically underrepresented communities, and strive to create a company culture where all employees feel they can bring their authentic selves to work and be successful.

Our DEI strategy focuses on three core areas of our business and culture:

  • Our Company: Build a diverse company that provides equitable access to growth and success for all employees globally. 

  • Our Culture: Create an inclusive environment where authenticity thrives and people of all backgrounds feel like they belong.

  • Our Communities: Expand our commitment to diversity, equity, & inclusion within and beyond our company walls to invest in future generations of underrepresented talent and bring innovation to our clients.

Equal Opportunity Employer/Veterans/Disabled

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. 

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at hr@rubrik.com if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

EEO IS THE LAW

EEO IS THE LAW - POSTER SUPPLEMENT

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS

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NONDISCLOSURE AGREEMENT

In consideration of any disclosure of certain nonpublic or confidential information, you hereby enter into this Nondisclosure Agreement (the “Agreement”) and agree as follows:

  1. Confidential Information. In connection with a potential business relationship or other business purposes, Rubrik, Inc. (the “Company”) has granted you (the individual or entity named below) access, or may grant you access, to business, technical or other nonpublic information, materials and/or ideas (“Confidential Information,” which term shall include, without limitation, anything you learn or discover as a result of exposure to or analysis of any Confidential Information).
  2. Obligations. You will hold in confidence and will not possess or use (except as required to evaluate the proposed business relationship) or disclose any Confidential Information except information you can document which (i) is in the public domain through no fault of yours, (ii) was properly known to you, without restriction, prior to disclosure by Company or (iii) was properly disclosed to you by another person without restriction. You will not reverse engineer or attempt to derive the composition or underlying information, structure or ideas of any Confidential Information.  You will not export, re-export, resell, ship or divert or cause to be exported, re-exported, resold, shipped or diverted, directly or indirectly, any Confidential Information or product thereof.  You will promptly notify Company of any unauthorized release, disclosure or use of Confidential   You will strictly abide by any and all instructions and restrictions provided by Company from time to time with respect to Confidential Information or Company systems. You will ensure the security of any facilities, machines, accounts, passwords and methods you use to store any Confidential Information or to access Company systems and ensure that no other person has or obtains access thereto.
  3. Return of Information.  If you decide not to proceed with the potential business relationship or if asked by Company, you will promptly return all Confidential Information and all copies, extracts and other objects or items in which Confidential Information may be contained or embodied. 
  4. No License.  This Agreement does not grant a license to you in or to any of the Confidential Information.
  5. Feedback.  You may, at your option and in your sole discretion, provide suggestions or feedback related to the Company’s products or services.  In no event will such suggestions or feedback be considered confidential or proprietary to you.  The Company will be free to use such suggestions as it chooses, without compensation to you.
  6. Disclaimer. Confidential Information is provided to you “as is” and the Company makes no warranties with respect to the Confidential Information or any materials provided by the Company.  In no event will the Company be liable for the accuracy or completeness of the Confidential Information.  You understand that nothing herein (i) requires the disclosure of any Confidential Information of the Company or (ii) requires the Company to proceed with any transaction or relationship.  You understand that this Agreement does not obligate the Company to disclose any information or negotiate or enter into any agreement or relationship.
  7. Miscellaneous.  The terms of this Agreement will remain in effect with respect to any particular Confidential Information until you can document that such Confidential Information falls into one of the exceptions stated in Section 2 above.  You acknowledge and agree that due to the unique nature of the Confidential Information, any breach of this Agreement would cause irreparable harm to Company for which damages are not an adequate remedy, and that Company shall therefore be entitled to equitable relief in addition to all other remedies available at law.  This Agreement is personal to you, nonassignable by you, governed by the internal laws of the State of California and may be modified or waived only in writing signed by both parties.  If any provision of this Agreement is found to be unenforceable, such provision will be limited or deleted to the minimum extent necessary so that the remaining terms remain in full force and effect.  The prevailing party in any dispute or legal action regarding the subject matter of this Agreement shall be entitled to recover attorneys’ fees and costs.
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