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Storage Backup Support Engineer

2 weeks ago

Bengaluru, Karnataka, India SSGServ Full time US$ 90,000 - US$ 1,20,000 per year

Role Overview:

You will be responsible for providing Level 1/2 technical support for
backup solutions
and related storage environments. This includes ticket handling, troubleshooting, and assisting customers in ensuring their backups are functional, restorable, and optimized. You'll work directly with enterprise clients to identify issues, perform restores, and improve their backup reliability.

Ticket Work:

  • Close
    ~12 tickets/day
    (≈ 36–45 replies/day) while maintaining a
    4.0/5 satisfaction rating
    .
  • Diagnose issues using
    error logs, backup reports, and system diagnostics
    (referencing KBs and vendor documentation).
  • Troubleshoot
    backup application workflows
    — understanding how the software works end-to-end.
  • Identify the
    pros and cons
    of backup solutions to help clients optimize performance and storage usage.
  • Perform
    test restores
    and guide customers through
    full or partial restore processes
    (files, folders, PCs, servers, VMs).
  • Escalate unresolved issues to Tier 2 per
    escalation SOPs
    .
  • Use
    remote access tools
    to confirm issues, restore data, or adjust backup settings.
  • Make
    outbound calls
    for supervised troubleshooting or clarifying backup/restore requirements.

Skills & Experience:

  • Strong
    communication skills
    for ticket responses and live interactions.
  • Hands-on experience
    with at least one major backup solution (e.g., Veeam, Commvault, Acronis, NetBackup, Rubrik, Cohesity, Arcserve).
  • Understanding of
    how backup jobs run, data retention policies, and restoration workflows
    .
  • Ability to compare backup tools —
    pros, cons, and fit for purpose
    .
  • Knowledge of
    PC restore methods
    — bare-metal recovery, image restore, incremental restore.
  • Familiar with
    storage environments
    (SAN, NAS, DAS) and
    RAID
    concepts.
  • Proficient in
    network troubleshooting
    relevant to backup performance.
  • Comfortable with
    Linux CLI
    and
    Windows Server administration
    .
  • Minimum
    2+ years
    in a technical support role focused on backup/storage.
  • Certifications are a plus:
  • Backup/Storage:
    Vendor-specific (Veeam, NetApp, EMC, Commvault, etc.)
  • Linux:
    LPIC, RHCE, Linux+
  • Networking:
    CCNA, Cisco Certified
  • Microsoft:
    MCSE, MCP

Other Details:

  • Shift Timings:
    Rotational (including US shifts).
  • Working Days:
    Rotational with two days off per week.
  • Work Model:
    On-site (Bangalore).
  • Job Type:
    1-year contract (extendable based on performance).