Technical Support Specialist

4 weeks ago

Pune, Maharashtra, India Ara Resources Pvt Ltd Full time

About Ara Resources Pvt Ltd:

Ara's client is a leading provider of data and operational resilience solutions. Our Data Resiliency Cloud is a SaaS solution that enables customers to simplify data protection, streamline data governance, and gain data visibility and insights as they accelerate cloud adoption.

The Role:

As a Technical Support Engineer, you will be responsible for providing technical support for our products. You will work closely with the support team, Engineering, Solutions Delivery, Sales, and Product Management to ensure that we deliver superior service and support to our customers.

Key Responsibilities:

- Collaborate with the support team to resolve customer issues

- Troubleshoot areas of poor performance and identify effective solutions to resolve issues

- Analyze exceptions and logs to isolate root cause and improve product usability

- Ensure knowledge management and data capture processes are adhered to and convert technical solutions to knowledge base articles

- Approach complex technical issues with varying perceptions and create and implement productivity tools

- Manage communications to customers at all levels to maintain positive relationships

- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

- Follow troubleshooting methodology to diagnose, root cause, and resolve customer issues

- Continuously enhance knowledge through training and e-learning courses

Skills Required:

- Excellent communication skills, both written and verbal

- Good understanding of backup and recovery concepts along with disaster recovery

- Types of backups, replication, etc.

- Experience in one or more of the following areas:

1. Administrative experience in Operating Systems - Windows, Linux, Solaris, Unix

2. Knowledge and understanding of cloud infrastructure - AWS, VMware Cloud, or any public cloud provider

3. Server Backup applications and troubleshooting knowledge of security

4. Proficient with troubleshooting a wide variety of applications using standard tools

5. Fundamental knowledge of storage technologies

6. Hands-on experience in VMware, HyperV & Nutanix technologies

7. Knowledge of backup and recovery concepts on Microsoft SQL, Oracle

- Ability to troubleshoot issues involving communication between multiple SaaS and on-premise applications

- Experience building customer-facing documentation

- Experience with deployment and configuration is a plus

Qualifications & Experience:

- Bachelor's degree preferably in a technical field

- 3+ years relevant experience

- Be flexible to work in shifts 24X7X365

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