Technical Support Engineer/Escalation Engineer

2 weeks ago

Bangalore, India PEOPLE IMPACT Full time

Key Responsibilities :

- Delivering top-tier 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 high-profile, strategic customer cases, coordinating with the product and engineering teams as necessary.

- Mentor and provide advanced training to lower-tier 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 8-12 Years industry experience

- A minimum of 3 years of Commvault product support experience or any other Data Protection Solution is desirable

- Expert knowledge on one or more of operating system platforms, such as on-premises hypervisors (VMware or Hyper-V) Windows Server, and Linux/Unix OS, with the ability to troubleshoot issues confidently.

- Expert knowledge of storage concepts such as SAN/NAS, and the capacity to troubleshoot storage-related problems effectively including hands-on experience with Appliances like NetApp, Dell, Veritas

- Expert understanding of Windows/Linux File System and features like Archiving and Bare Metal recovery

- 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.

- Expert level understanding in atleast 2 or more of the DB technologies like Oracle, HANA, DB2, MySQL etc

- 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 performance-based issues

- 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 performance-based 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.

- CommVault Expert certification desired

- Certification in other above listed technologies is desired

(ref:hirist.tech)

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