Technical Specialist
1 week ago
Location :
Bangalore
Shift :
Night shift (WFO)
Skills :
Focus group- Messaging (On prem & Cloud (exchange online, Sharepoint online, Cloud DB (Azure SQL, Azure AD), on prem
Exchange, Share point, SQL. Only MS DB, Cosmos DB, MS DB side).
- Technical Specialist, Tier 2
Commvault Support is the recognised industry leader for customer satisfaction.
This recognition is an integral part of our overall value proposition when new customers are evaluating Commvault as a solution, as well for current customers in realising maximum value in their existing investment.
Your Mission :
As a Technical Specialist Tier 2, your mission is to deliver unparalleled support across a wide spectrum of customer issues through various channels, such as phone, email, and remote sessions.
You will lead the resolution of complex, strategic, and high-profile cases, ensuring customer satisfaction remains paramount.
In this role, you'll not only share best practices and absorb new technologies but also liaise with Engineering to address intricate internal escalations and refine both user experience and product quality.
Your responsibility extends to acting as the main point of escalation for technical challenges, mentoring lower tier support engineers, and owning a technology domain where your expertise is unmatched.
This role also requires a constant engagement with learning, applying fresh insights from internal resources to stay ahead of technical challenges.
You will have access to advanced productivity tools to maintain the high service quality that defines our team's success and fosters an outstanding customer experience.
Key Responsibilities :
- Delivering toptier support for complex, urgent issues through phone, email, and remote assistance.
- Take ownership of Technical Escalations from Tier 1 engineers, assume responsibility for resolutions and customer outcomes, including potential escalation to Engineering/Development teams when necessary.
- Collaborate with Engineering leadership on complex issues to enhance product and user experience.
- Collaborate with Regional and International Sales/Field/Partner or any other Customer Facing organization in driving resolutions and addressing Critical Situations
- Contribute to creating KB Solution Articles, cheat sheets, RCA documents and Community content
- Actively participate in beta/early release testing of the product/features and provide feedback to products/engineering teams.
- Review and provide feedback to the SRT team on training content improvement opportunities.
- Resolve highprofile, strategic customer cases, coordinating with the product and engineering teams as necessary.
- Mentor and provide advanced training to lowertier technical support engineers.
- Commitment to ensuring the success and fulfillment of our global customer base.
- Possessing strong written and verbal communication abilities, with a focus on detailed case documentation.
- Demonstrating the ability to work both independently and collaboratively, crafting optimal solutions to customer issues and ensuring quality outcomes.
- Replicating technical problems internally for better understanding and resolution.
- Continuously acquiring and applying knowledge from internal community resources.
- Recognizing when cases need to be escalated due to technical complexities or strategic considerations.
- Leveraging internal labs and simulators for testing and analysis.
- Contributing productively to weekend shifts, ensuring consistent support.
- Utilizing productivity tools like softphone systems and CRM ticketing platforms effectively.
Required Skills/Experience :
- Technical Support/Customer Service Experience minimum 10 Years industry experience
- Expert understanding of three or more of the cloud hypervisors like Azure , AWS / containers like K8s along with the awareness of their interaction with CommVault as a product.
- Expert level experience with Active Directory, and possibly Microsoft Exchange, SQL Server, SharePoint and Lotus Domino Services.
- Proactively learns new technologies and can apply this knowledge to troubleshoot various system and application problems.
- Expert level troubleshooting skills in network connectivity, name resolution, and performancebased issues with operating systems and/or hardware Expert
- Ability to learn new technologies and apply this knowledge to troubleshoot various system and application problems.
- Effective communication skills to clearly articulate issues and provide appropriate solutions or action plans to customers.
- Ability to troubleshoot connectivity, name resolution, and performancebased issues with operating systems and/or hardware.
- Ability to thrive in a dynamic setting, quickly adapting to changing priorities & maintaining composure & effectiveness under pressure.
- Ability to handle sensitive and/or critical situations with Customers often involving negotiation skills
- A solid foundation in relevant technologies with a commitment to staying informed about industry trends & emerging tools.
- Certification in other above listed technologies is desired
What We Offer :
- A dynamic & challenging work environment with opportunities for personal & professional growth.
- Competitive salary & benefits package.
- Comprehensive health & wellness programs including gym access, health cover, & mental health support to ensure the wellbeing of our employees.
- A workplace that fosters a supportive & collaborative culture, encouraging team engagement, open communication, & mutual respect, creating an empowering environment for all employees.
- Access to a range of training & development opportunities to enhance your skills & knowledge, keeping you at the forefront of industry practices.
- Provision of stateoftheart technology & tools to ensure you have everything needed to excel in your role.
- A culture that recognizes & rewards hard work and achievements, including performance bonuses, awards, & career advancement opportunities.
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