About Trilio

Trilio is a leader in cloud-native data protection for Kubernetes, OpenShift, OpenStack, and KubeVirt
environments. Cloud infrastructure operators and developers trust our Trilio technology for backup and
recovery, migration, and application mobility. Customers in all verticals from telecom, defense, government,
automotive and financial services leverage Trilio to recover from disasters, migrate workloads, move
workloads to new infrastructure and migrate to new software distributions.

Our Mission

We are on a mission to build the most trusted cloud-native data protection platform in the enterprise IT
industry. We help organizations build resilient cloud and container infrastructure in a rapidly changing IT
landscape. Our entire organization is customer-focused to help meet the day-to-day and strategic challenges
our customers experience with their multi-cloud infrastructure. We take our work seriously, and we do it
with integrity.

The Role

As a Customer Success Engineer at Trilio, you will be the primary technical resource for our customers,
delivering expert-level support and ensuring our products perform optimally in diverse IT environments. This
role requires deep technical expertise in Linux, networking, cloud technologies, and Python scripting,
combined with strong problem-solving and communication skills. You’ll play a key role in creating a seamless
customer experience and helping them achieve their data protection goals.

Key Responsibilities:

Trilio is looking for candidates that fit the following requirements:

• Technical Support & Troubleshooting: Provide timely and efficient technical support to global
  customers via phone, email, and web-based tools. Troubleshoot and resolve issues related to Trilio
  products and services, adhering to SLAs.
•  Customer Case Management: Manage and prioritize customer support tickets, ensuring thorough
  documentation and resolution of issues within expected timeframes.
• Cross-functional Collaboration: Collaborate with Engineering and Product teams to escalate complex
  issues, offering detailed insights and feedback to enhance product quality.
• Issue Reproduction & Testing: Reproduce customer-reported issues in a lab environment, identify
  root causes, and develop effective solutions to prevent recurrence.
•  Documentation & Knowledge Sharing: Create and maintain high-quality technical documentation,
  including Knowledge Base articles, troubleshooting guides, and detailed incident reports.
•  Customer Communication: Keep customers informed on issue status, provide regular updates, and
  gather feedback to improve customer satisfaction and technical support processes.

Desired Skills and Experience

Trilio is looking for candidates with the following:

CONFIDENTIAL

•  Experience: 3-8 years in a technical support role, preferably within software or IT industries.
• Education: Bachelor’s degree in Computer Science, Engineering, or a related field.

Technical Expertise:

• Proficiency in Linux/Unix (e.g., Ubuntu, CentOS, RHEL).
•  Strong knowledge of networking concepts (e.g., VLANs, IPTables, subnetting).
• Hands-on experience with cloud platforms, with OpenStack experience required.
• Familiarity with storage technologies (e.g., SAN, NAS, S3) and backup/recovery solutions.
• Basic scripting skills in Python or shell scripting; knowledge of Kubernetes is a plus.

Soft Skills:

• Excellent verbal and written communication skills with an ability to simplify technical
  concepts for diverse audiences.
• Strong analytical and problem-solving abilities with attention to detail.
• Self-motivated and organized, capable of managing time effectively in a remote work
  setting.
• Customer-focused with the ability to empathize with users’ technical challenges and
  provide solutions.
• Language Skills: Bilingual proficiency in Spanish and English is advantageous.
• Security & Compliance: Commitment to data protection and customer confidentiality is mandatory.
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Benefits:

• At Trilio, we are committed to supporting our employees’ well-being and growth. Our benefits include:
• Competitive Base Salary & Commission Plan: We offer a competitive base salary that reflects your
  skills and experience, along with a commission plan tied to performance and sales success, providing
  opportunities for additional earnings.
• Comprehensive Health Coverage: Including medical, dental, and vision plans, as well as short-term
  disability (STD), long-term disability (LTD), and life insurance.
• Parental Leave: Paid leave to support new parents during this important life stage.
• Unlimited Vacation Policy: Take the time you need to recharge with our flexible vacation policy.
• Stock Options: Share in our success with equity opportunities.
• 401(k) Retirement Plan: Plan for your future with our 401(k) program.
• Company Events and Team Outings: Enjoy regular opportunities to connect, learn, and grow with
  your team.