Storage Backup Support Engineer

1 week ago

Bengaluru, Karnataka, India SSGServ Full time

Role Overview:

You will be responsible for providing Level 1/2 technical support for backup solutions and related storage environments. This includes ticket handling, troubleshooting, and assisting customers in ensuring their backups are functional, restorable, and optimized. You'll work directly with enterprise clients to identify issues, perform restores, and improve their backup reliability.

Ticket Work:

  • Close ~12 tickets/day (≈ 36–45 replies/day) while maintaining a 4.0/5 satisfaction rating .
  • Answer Inbound Calls, chats, and Tickets for US B2B and B2C Customer.
  • Diagnose issues using error logs, backup reports, and system diagnostics (referencing KBs and vendor documentation).
  • Troubleshoot backup application workflows — understanding how the software works end-to-end.
  • Identify the pros and cons of backup solutions to help clients optimize performance and storage usage.
  • Perform test restores and guide customers through full or partial restore processes (files, folders, PCs, servers, VMs).
  • Escalate unresolved issues to Tier 2 per escalation SOPs .
  • Use remote access tools to confirm issues, restore data, or adjust backup settings.
  • Make outbound calls for supervised troubleshooting or clarifying backup/restore requirements.

Skills & Experience:

  • Strong communication skills for ticket responses and live interactions.
  • Must have experience in US customers interaction.
  • Hands-on experience with at least one major backup solution (e.g., Veeam, Commvault, Acronis, NetBackup, Rubrik, Cohesity, Arcserve).
  • Understanding of how backup jobs run, data retention policies, and restoration workflows .
  • Ability to compare backup tools — pros, cons, and fit for purpose .
  • Knowledge of PC restore methods — bare-metal recovery, image restore, incremental restore.
  • Familiar with storage environments (SAN, NAS, DAS) and RAID concepts.
  • Proficient in network troubleshooting relevant to backup performance.
  • Comfortable with Linux CLI and Windows Server administration .
  • Minimum 2+ years in a technical support role focused on backup/storage.
  • Certifications are a plus:
  • Backup/Storage: Vendor-specific (Veeam, NetApp, EMC, Commvault, etc.)
  • Linux: LPIC, RHCE, Linux+
  • Networking: CCNA, Cisco Certified
  • Microsoft: MCSE, MCP

Other Details:

  • Shift Timings: Rotational (including US shifts).
  • Hiring Budget: Up to 9LPA.
  • Working Days: Rotational with two days off per week.
  • Work Model: On-site (Bangalore).
  • Job Type: 1-year contract (extendable based on performance).

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