Data Protection Engineer

Job Description Recruitment Fraud Alert We've learned that scammers are impersonating Commvault team membersincluding HR and leadershipvia email or text. These bad actors may conduct fake interviews and ask for personal information, such as your social security number. What To Know - Commvault does not conduct interviews by email or text. - We will never ask you to submit sensitive documents (including banking information, SSN, etc) before your first day. If you suspect a recruiting scam, please contact us at [Confidential Information] About Commvault Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks keeping data safe and businesses resilient. The company's unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data. Job Description Overview You, as the Data Protection Engineer will interact directly with customers and customer environments to provide day to day administration and troubleshooting. The ideal candidates will have past experience within the areas of incident management, ticket handling, release/changes, performance monitoring, basic trouble shooting, run book management, infrastructure management and technical process adherence. We are recruiting for 2x Operations Engineers based in Sydney. These are new roles due to significant growth and will form a part of a brand new Remote Managed Services business function. Position Responsibilities - Architect Commvault software solutions to address customer needs. Suggest these solutions to the customer proactively in order to continuously expand and improve customer deployment of Commvault. - Develop requirements and design for Commvault software modifications and enhancements. Actively work with developers to implement and test these enhancements. - Contribute to the development of Commvault software best practices, reporting, and monitoring tools. - Accept customer calls within specified timeframes and enter case information into tracking database; Act as the first point of contact for Customer incidents reported by telephone, email and remote monitoring tools ensuring all processes and agreed upon standards are followed. - Consistently meet/exceed customer account needs; identify opportunities to enhance delivery of company service and support goals. - Develop subject matter expertise of assigned client/partners product lines, equipment APRs, SOPs, Bugs and applicable fixes. - Exercise sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional escalation; Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership. - Keep current on new releases, updates and changes to Customer Run Book content. Continually pursue on-going training and development opportunities to advance skill sets and, in turn, ability to effectively deliver to Customers. - Maintain accuracy of all reports/audits and client documentation. Ensure journal entries to the CRM Database are accurate, concise and timely. - Maintain an on-going awareness of the Customer base and ensure delivery against contractual obligations. - Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates. - Work independently with a focused direction while adding value and contributing to overall team performance. Position Requirements - BS Computer Science, Electrical Engineering or other technical degree or equivalent experience - Previous technical support (success in Level One customer-facing roles) and experience in IT infrastructure with focus upon Storage, Backup, or Infrastructure - Command of Client/Server Technologies - Proven ability to utilize CRM data, product documentation and other resources to research and resolve client technical issues - Strong PC hardware/software knowledge with previous work experience in Windows-based environments - Strong understanding of hardware and software compatibility (i.e., rev. levels, firmware, versions and FCNs, etc.), installation, and configuration - Strong Working knowledge of Commvault applications - System administration and performance analysis experience - UNIX and NT experience - Excellent diagnostic and troubleshooting skills - Excellent telephone etiquette, including strong verbal communication and listening skills - Flexibility; ability to deal effectively with ambiguity - Must be able to work productively and autonomously without significant assistance; must be able to multi-task and effectively prioritize within a high volume/time sensitive environment - Solid written communication skills - Strong attention to detail - Strong customer services/satisfaction ethic - Team player; capacity for working effectively in team-based environments. History of ability to establish and maintain effective working relationships with customer contacts, colleagues and team leadership. - Technical acumen; ability to learn new technologies quickly and then leverage gained knowledge LI-VK1 Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work. Commvault's goal is to make interviewing inclusive and accessible to all candidates and employees. 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