A Staff Customer Success Engineer in Rubrik Support is a highly experienced technical leader who plays a critical role in resolving complex customer issues, improving product usability and supportability, and enhancing the overall customer experience. This role bridges the Support and Engineering teams, driving initiatives that lead to faster issue resolution, proactive problem prevention, and increased customer satisfaction for Rubrik's most strategic accounts. Beyond individual contributions, a Staff Engineer is responsible for elevating the technical capabilities of the support organization, influencing product direction, and leading strategic initiatives that have a broad impact on customer success and product reliability.
Key Responsibilities- Advanced Issue Resolution & Technical Leadership: Take ownership of the most complex and critical Assist Requests (ARs) created by Support Engineers, serving as the ultimate technical escalation point. This involves deep-dive troubleshooting, leading collaborative efforts with engineering, and defining the resolution path to significantly reduce resolution times and improve customer satisfaction. Provide expert technical guidance and mentorship to Technical Leads and Support Engineers, fostering their problem-solving skills and elevating the team's overall technical acumen.
- Strategic Product Improvement & Supportability Initiatives: Drive and lead cross-functional focus teams for specific product components, identifying issues, analyzing root causes, and championing the delivery of significant usability and supportability enhancements. This includes influencing product roadmap decisions to proactively reduce case volume, enable extensive customer self-service, and enhance overall customer experience through deep collaboration with Engineering and Product Management.
- Strategic Account Technical Advocacy: Serve as the primary technical advocate and point of contact for Rubrik's most critical and strategic accounts. You'll proactively manage and drive the resolution of their most pressing technical issues, often involving executive-level communication and strategic decision-making to ensure these high-value customers receive expedited and effective support and maintain strong relationships.
- New Product Introduction (NPI) & Readiness Leadership: Lead the support organization's readiness for New Product Introductions. This involves providing critical supportability insights and feedback during the entire product development lifecycle, reviewing documentation, identifying potential support challenges, and developing comprehensive training programs and knowledge resources to ensure the support team is fully prepared for new product releases.
- Customer Defect & Enhancement Prioritization: Collaborate closely with Engineering and Product Management to influence the review, prioritization, and tracking of customer-reported defects and enhancement requests. You'll advocate for fixes and features based on comprehensive analysis of customer impact, business value, and support efficiency, contributing significantly to the overall quality and evolution of Rubrik products.
- Design Review for New Features: Provide invaluable and strategic feedback during product architectural and design reviews. Your input will help shape product architecture and features to ensure they are inherently easier to troubleshoot, maintain, and support at scale, ultimately reducing future support burden and improving operational efficiency.
- Weekend On-Call: Participate in the weekend on-call rotation.
- Accelerated Resolution of Complex Issues & Elevated Customer Satisfaction: A significant reduction in the time it takes to resolve the most complex customer issues, leading to a substantial improvement in customer satisfaction scores (CSAT) and net promoter scores (NPS) for strategic accounts.
- Proactive Problem Prevention & Systemic Support Load Reduction: Identification and resolution of systemic issues through strategic initiatives, resulting in a measurable decrease in overall support case volume and a significant improvement in product stability and reliability.
- Enhanced Product Supportability & Usability: Direct, influential contribution to product enhancements that make Rubrik solutions inherently easier to support and more intuitive for customers to use, empowering greater self-service and reducing the need for support engagements.
- Strengthened Strategic Customer Relationships & Retention: Elevated trust and satisfaction among Rubrik's most critical customers due to dedicated, proactive, and highly effective issue resolution and advocacy, contributing to customer retention and growth, specifically through successful Strategic Accounts Reviews.
- Seamless New Product Launches & Support Readiness: Ensures the support organization is fully prepared and enabled to handle new product releases, minimizing post-launch support escalations and ensuring a smooth customer experience.
- Higher Quality Products & Reduced Technical Debt: Active and influential participation in defect and design reviews leads to more robust, reliable, and supportable Rubrik products, reducing technical debt and improving long-term product health, contributing to improved CFD Quality.
- Enhanced Team Knowledge & Enablement: Significant contribution to the technical growth of the support team through initiatives like BrownBag Session Completions and ARG Completions, leading to a more capable and efficient support organization.
- Successful Strategic GET Initiatives: Drives and delivers impactful GET Initiatives & Projects that align with product and support goals, demonstrating leadership and execution capabilities.
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Rubrik (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes.
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