Technical Specialist Associate (Media Management)

Overview

Technical Specialist Associate within Commvault’s Media Management group in Customer Support, responsible for troubleshooting customer and production issues end-to-end.

What you'll do

• Troubleshoot and resolve critical support problems.
• Troubleshoot customer issues using remote desktop software.
• Interact with customers via phone and email while addressing problems.
• Recreate problems in-house and perform root cause analysis.
• Work independently and with the development team to identify possible solutions.
• Provide phone-based support for sophisticated, time-critical issues.
• Be available for a 24/7 shift.

What you'll need

• At least 2+ years of technical/customer support experience.
• Detailed knowledge of administration and troubleshooting in storage technologies (e.g., event logs, dumps, network packets, Windows firewall, VSS).
• Solid understanding of SAN and NAS.
• Networking troubleshooting for connectivity, name resolution, and performance issues with OS and/or hardware.
• Knowledge of Microsoft clustering technologies, TCP/IP, and DNS.
• Understanding of backup theory and design.
• Strong written and verbal communication skills.

Nice to have

• Linux skills.
• Prior experience with backup software such as Veritas, Symantec, Backup Exec, Shadow Protect, NetBackup, Networker, Avamar, VEEAM, or TSM.
• Prior Security and SaaS experience strongly preferred.

Details

• Location: Bangalore, India.
• Work includes remotely supporting enterprise-level customers and “dark sites”.