Associate Technical Support Engineer

Overview

Associate Technical Support Engineer in Druva’s Global Customer Support/Product Support team, providing technical support for Druva products.

What you'll do

• Provide technical support for Druva products as part of the Global Customer Support team.
• Work in shifts (24 x 7 x 365).
• Troubleshoot poor performance issues and identify short- and long-term solutions.
• Analyze exceptions and logs to isolate root cause and improve end-user experience.
• Adhere to knowledge management and capture processes; help convert solutions into knowledge base articles.
• Diagnose, reproduce in-house, and resolve or escalate customer issues using troubleshooting methodology.
• Coordinate with QA and Engineering on product defect identification and resolution.

What you'll need

• 3 to 6 years of experience.
• Bachelor’s degree, preferably in a technical field.
• Excellent written and verbal communication skills.
• Good understanding of backup and recovery concepts (types of backups, replication).
• Administrative experience with Operating Systems: Windows, Linux/Unix, or Solaris.
• Knowledge of cloud infrastructure: AWS administration and maintenance.
• Proficiency troubleshooting using tools such as Wireshark, tcpdump, procmon, perfmon, or OpenSSL.

Details

• Location: Pune, Maharashtra, India.