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Customer Support Associate

2 weeks ago

Bengaluru, India Commvault Full time

Commvault is a worldwide leader in delivering backup and recovery for the progressive enterprise. Commvault enables you to protect, manage, and use your data, while managing it in a consistent, compliant way. Our automated solutions work on-prem and in the cloud, and work with the digital tools and procedures you’re already using. Keep your data accessible and actionable with a single solution that ensures your data is always available — no matter what.

**JOB DESCRIPTION**:
The **Customer Support Associate **works within a team of technical support professionals aimed at delivering technical solutions for Commvault’s customer base. This customer base has a wide range of technical ability and this role has no ceiling, you will own an issue from initial pick-up all the way to working with the development team on identifying a possible solution. This position is part of our Client Support group in our Customer Support Center. This is an excellent opportunity for innovative and collaborative technologists to join a global team that has led the industry in satisfaction seven years in a row. We offer innovative training, interesting colleagues, and the opportunity to grow with us. Our **Client Group** is focused around but not limited to backups of virtualization technologies within the Commvault suite, this includes VMware, HyperV & RHEL. We are a source of expertise for not just our customer base but also our partners and consultants on site.

We are looking for a **Customer Support Associate **with a genuine passion for all things tech to join our expert and super-friendly **Windows and Virtualisation team**.

**Position Responsibilities include**:

- Troubleshoot and resolve complex support problems
- Troubleshoot customer issues using remote desktop software
- Dedication to the success and satisfaction of our customers
- Recreation of problems in house
- Root Cause Analysis and / or provision of examples of software bug
- Working independently and as a team to come up with the best solutions to a customer problem.
- Providing best-in-class phone based support for a variety of complex, time critical issues.
- Using and sharing your knowledge of a wide range of technologies
- Working remotely on enterprise level customers and dark sites
- Having the opportunity to build labs and simulators
- Ability to be involved in product BETA testing
- Contributing to our Solutions Engine and online forums

**Position Requirements include**:

- At least 5+ years of technical/customer support experience
- Excellent knowledge of VMware\Hyper-V - Implementation and configuration of VMware Cluster environments. Knowledge of the full feature set available in VMware. Advance Troubleshooting of VMware Issues - Implementation and configuration of HyperV Cluster environments would be desirable. Knowledge of the full feature set available in HyperV. Advance Troubleshooting of HyperV Issues - Desirable but not essential.
- Networking and troubleshooting connectivity, name resolution and performance based issues with OS and/or hardware. Good knowledge of system networking and troubleshooting connectivity and Microsoft clustering technologies and and TCP/IP and DNS
- Understanding backup theory and design. Backup and data management fundamentals
- Previous experience with Commvault technologies is highly desirable as is other backup software such as Veritas, Symantec, Backup Exec, ShadowProtect, NetBackup, NetWorker, Avamar, VEEAM, or TSM is a plus
- Linux Skills
- Previous experience troubleshooting enterprise environments
- Strong customer relations skills.
- Strong multi-tasking and prioritization skills.
- Strong written and verbal communication skills.
- Excellent team player.

**Why Commvault?**

You get the “_Freedom to make an impact, together_”. We thrive upon collaboration by designing our offices and cafes to spark conversation about work and fun. Although we hail from all walks of life and speak dozens of languages, we’re passionate about equality and integrity. We “go beyond” each and every day.

**Qualifications**

We value knowledge and curiosity, no matter whether you learnt it at university, through courses or by learning from others.

Bachelors Degree

MCP/MCSA/MCSE/VCP highly desirable.

**Additional Information**

Recognized as a leader in the Gartner Magic Quadrant for Data Center Backup and Recovery Software, our industry's definitive independent ranking. For the seventh straight year, Commvault has been named a leader. And this year we're furthest on the "completeness of vision" and highest on the "ability to execute."

Commvault offers its products through a broad array of distribution partners globally, while building upon its strong portfolio of strategic partnerships with leading technology companies including Microsoft, Amazon Web Services, Cisco, Oracle, SAP, Nutanix, Pure, HP, Hitachi, NetApp and many others. Commvault's global headquarters is located in Tinton Falls NJ, with additional of