Technical Specialist Associate (Media Management)

Technical Specialist Associate (Media Management)

The Opportunity:

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 be responsible for 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 Media Management group in our Customer Support Center. This is an excellent opportunity for innovative and collaborative technologists to join a distributed team that has led the industry in satisfaction seven years in a row. We offer innovative training, exciting colleagues, and the opportunity to grow with us.

Our team is focused around but not limited to backups of storage technologies within the Commvault suite, this includes SAN, NAS, NetApp, storage appliances. We are a source of expertise for not just our customer base but also our partners and consultants on site.

What you'll do:

• Troubleshoot and resolve critical support problems.
• Troubleshoot customer issues using remote desktop software.
• Optimally interact through phone and email with customers as you address their problems.
• 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 outstanding phone-based support for a variety of sophisticated, 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
• Be available to work in 24/7 shift.

Who you are:

• At least 2+ years of technical/customer support experience
• Detailed knowledge of administration and trouble shooting in storage technologies (think troubleshooting via the event logs, acquiring crash and application dumps, analyzing network packets, windows firewall, VSS).
• Solid understanding of SAN & NAS.
• Networking and troubleshooting connectivity, name resolution and performance-based issues with OS and/or hardware. Microsoft clustering technologies and TCP/IP and DNS
• Understanding backup theory and design. Backup and data management fundamentals
• Previous experience with backup software such as Veritas, Symantec, Backup Exec, Shadow Protect, NetBackup, Networker, Avamar, VEEAM, or TSM is a plus.
• Linux Skills - desirable
• Previous experience fixing / addressing enterprise environments.
• Strong customer relations skills.
• Strong multi-tasking and prioritization skills.
• Strong written and verbal communication skills.
• Excellent teammate.
• Prior Security and Saas experience strongly preferred.

You’ll love working here because:

• Continuous professional development, product training, and career pathing
• Annual health check-ups, Car lease Program, and Tuition Reimbursement
• Personal accident cover and Term life cover

Ready to #makeyourmark at Commvault? Apply now