Sr Technical Support Engineer

  About Arctera 

Arctera keeps the world's IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera. 

Arctera is behind the scenes making sure that many of the biggest organizations in the world – and many of the smallest too – can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec. 

Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information. 

It's a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation – and the arrival of the age of AI – has set the course for a new explosion in data creation. 

Joining the Arctera team, you'll be part of a group innovating to harness the opportunity of the latest technologies to protect the world's critical infrastructure and to keep all our data safe. 

Job Summary

Respond to customer inquiries (voice or other digital communications) for an assigned product(s) within a Technical Support Engineer environment. Provide technical support to Arctera customers, partners, and field support staff with varying levels of support maintenance entitlements i.e., entry level, through to premier level entitlements, with focus on diagnosing, troubleshooting, and debugging Veritas software and hardware, including cloud platforms.

Position provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers.

Position requires a motivated, self-starter and self-learner with a customer-first attitude.

Primary Accountabilities

• Work with Veritas customers, partners, and field reps by answering technical questions, and providing solutions for Veritas products, including cloud infrastructures.
• Resolve cases per productivity, performance and SLA standards and support goals.
• Research, document, and collaborate on cases as required.
• Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base.
• Address multiple issues simultaneously, with a case for each issue raised.
• Establish close interactions with team members and other applicable stakeholders.
• Assess when it is necessary to engage with team members to enable timely case resolution.
• Participate in the Technical Support Engineer Process Community Meetings and Innovation Teams, to help improve areas that can have a positive impact to Customer Success.
• Participate in Product Previews for New Product Releases.
• Participate in projects and support the Enablement Functions, in addition to UAT testing for various initiatives.
• Work effectively in a collaborative operating environment, partner with internal and external technical support teams, with various levels of technical expertise.
• Mentor and assist other technical support engineers (TSEs) in the knowledge of product and processes.
• Participate in, or conduct internal and external hiring interviews.
• Diagnose technically complex and/or politically sensitive case issues, and engage senior team members to resolve.
• As a support champion, participate in internal projects partnering with internal teams, i.e. enablement/engineering etc. to drive continuous process and product improvement. Develop course content, and TOI material to be delivered to TSEs.

Knowledge

Core Technologies: Experience across multiple of the following core technologies, including desired secondary knowledge.

o Operating Systems  - Microsoft Windows 2008/ 2008 R2/2012

o Expertise in Microsoft Exchange 2007, 2010, 2013 – Messaging Admin

o Expertise in Outlook Client - 2007, 2010, 2013 and Outlook Web Access ( OWA)

o Web Server - IIS 6/7/8

o Virtualization technologies: VMWare, Hyper-V

o Expertise in Advance Relational Database principles and methodologies (SQL)

o Expertise in Enterprise Level Infrastructure Technology - Active Directory, DNS, DHCP

o Networking Protocols , Network Topologies and overall Network Landscape

o Knowledge of Storage Systems : EMC - Centera , Celerra ;  NetApp storage ( SAN & NAS)

o Knowledge of High Availability Technologies and Clustering

o Strong expertise on Veritas Enterprise Vault/ Archiving software

•  Working knowledge in one or more of the following technologies:

o Cross platform server environments and Server Hardware

o Exchange Archiving

o File Server Archiving

o IBM Domino Server and Lotus Notes

o Microsoft SharePoint Server

Additional Knowledge: Working knowledge in majority of the following.

• Enterprise Information Systems, Application Servers, and Hardware Infrastructure.
• Virtualization: VMware, Hyper-V, RHV, Nutanix, and Containers (Docker, Podman).
• Kubernetes.
• Databases:
  • Microsoft SQL Server / MySQL / PostgreSQL.
  • Oracle Database.
  • IBM DB2.
  • Microsoft Exchange / Microsoft 365.
• Storage:
  • DAS/NAS/SAN: Switches, Zoning, HBA, SFP, WWN, WWPN.
  • Cloud: Object Storage (AWS, Azure, GCP) and on-premises disaster recovery solutions.
• Basic familiarity with SaaS, PaaS, IaaS, and APIs.
• Clustering and High Availability systems.
• Experience with scripting languages (i.e., Python, Perl, and PHP) is beneficial.

Skills & Competencies

Customer Service

• Positive attitude and customer centric mindset.
• Commitment to delivering customer value.
• Assist customers on live calls via remote assistance.

Collaboration

• Engagement with peers in an open and collaborative environment.
• Ability to work with multiple stakeholders: Sales, Engineering, Development.
• Demonstrate b sense of willingness to learn, share, and work together as team.

Communication skills

• Effective customer relationship management.
• Capable of navigating customer expectations with empathy.
• Active and reflective listening, problem solving and troubleshooting techniques.
• Clear and concise technical documentation: Problem Statement, Case Notes, Knowledge Articles.
• Ability to simplify technical topics in common terms.

Time management

• Plan and prioritize activities effectively.
• Ability to pivot swiftly to meet customer needs.
• Apply flexibility and adapt to changing priorities in a dynamic working environment.
• Maximize engagement with team members to effectively drive case resolution.

Troubleshooting

• Apply decision making and problem-solving techniques.
• Use systems knowledge to formulate a clear problem statement.
• Ability to trace application faults at a process level in distributed system environments.
• Think quickly and react to situations with customer impact.
• Ability to break down complex problems into simple components.

Preferred Certifications

• CompTIA: Linux+, Network+, Server+.
• Red Hat: RHCSA, RHCE.
• Cisco: CCNA, CCNP.
• Cloud Certifications: Amazon, Microsoft, Google.

Job Complexity

• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Networks with senior internal and external personnel in own area of expertise.

Supervision

• Normally receives no instruction on routine work, general instructions on new assignments.
• Work is evaluated upon completion to ensure objectives have been met.
• Provides guidance to team members.

Experience / Education / Qualifications

• Diploma holders / Graduates / Postgraduates in Engineering / Science.
• 4+ years of Sys Admin or related enterprise Technical Support Certification in one's product area.
• 4+ years' experience providing 2nd /3rd level support in an enterprise class product company, or
• 4+ years' experience working in a LIVE production environment or datacenter with heterogeneous IT infrastructure.
• 3+ years' experience of public and/or private cloud platform experience preferred.