Principal Tam

About VERITAS

Veritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability, protection, and insights. Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end - keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.

Veritas supports 500+ data sources, 150+ storage targets, 50+ clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.

Veritas Customer Success is responsible for ensuring that Veritas’ customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. Customer Success includes customer support and care, professional and business critical services, and renewal sales.
- The Business Critical Services Remote Product Specialist (RPS) is an advanced level technical support expert that provides a premium level of personalized and responsive service for a product suite. The RPS is a designated remote technical expert assigned to accounts to own and solve issues during regional business hours. While the RPS is a designated single point of contact, they are backed up by the broader organization to ensure rapid diagnosis and quicker resolution.

**Responsibilities**:

- Deliver a polished, high-touch level of technical product support to a portfolio of high-profile and high-impact customers.
- Be the customers' designated point-of-contact for technical support issues during regional business hours.
- A very small percentage of work outside regional business hours may be requested by the customer on an on-call basis.
- Develop a deep understanding of the customer's Veritas product environment.
- Utilize professional troubleshooting skills to reproduce customer environments for troubleshooting purposes and efficiently resolve post-sales technical support issues.
- Manage a diverse case load that consists of a wide range of challenging issues that vary in priority and impact.
- Provide an efficient, end-to-end case management experience.
- Drive continued self-development in both technical and professional areas to optimize effectiveness in role.
- Participate in and/or lead internal activities, such as trainings, mentoring, projects, etc., to help strengthen the technical abilities in the Global Customer Support (GCS) organization.
- Contribute and improve Knowledge Management (KM) content regularly to increase the quantity, quality and availability of known technical solutions and information to customers and peer engineers.
- Partake in customer site visits as needed to develop and strengthen working relationships. Annual travel expected to be less than 25%.

Qualifications:

- Excellent verbal and written communication skills.
- Demonstrate leadership skills.
- Bachelor's Degree in Computer Science or Business Administration or equivalent experience.
- Ability to self-manage a fluctuating workload while simultaneously servicing several potentially demanding customers.
- Expertise in Windows operating systems, advanced networking concepts, SAN/NAS/Storage concepts and virtualization.
- Expertise in Microsoft SQL Server, including understanding RDBMS, ability to write basic SQL queries and ability to run and review SQL Profiler/Extended Events Trace Logs for troubleshooting purposes.
- Knowledge of High Availability technologies and Microsoft IIS is strongly desired.
- 3-5 years of experience providing advanced level technical support for Enterprise Vault, Compliance Accelerator and Discovery Accelerator.
- Ability to quickly forge and maintain productive working partnerships with internal (e.g. Sales and Support) and external stakeholders.
- Capacity to exercise sound judgment and creativity in identifying solutions and techniques to resolve challenging problems within defined practices and policies.