Associate Technical Support Engineer at Druva

<p>&nbsp;</p> <p><strong>About Druva:</strong></p> <p>Druva enables cyber, data and operational resilience for every organization with the Data Resiliency Cloud, the industry’s first and only at scale SaaS solution. Customers can radically simplify data protection, streamline data governance, and gain data visibility and insights as they accelerate cloud adoption. Druva pioneered a SaaS-based approach to eliminate complex infrastructure and related management costs, and deliver data resilience via a single platform spanning multiple geographies and clouds.</p> <p>Druva is trusted by thousands of enterprises, including 60 of Fortune 500, to make data more resilient and accelerate their journey to the cloud. Visit <a href="https://www.druva.com/">druva.com</a> and follow us on <a href="https://www.linkedin.com/company/druva/mycompany/">LinkedIn</a>, <a href="https://twitter.com/druvainc">Twitter</a> and <a href="https://www.facebook.com/DruvaInc/">Facebook</a>.&nbsp;</p> <p><strong>About Role:</strong></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Druva's Technical Support Team is the focal point for the resolution of customer technical issues. We are a worldwide organization of highly skilled engineers that craft and make a positive impact on the customer experience. Within today's highly connected and increasingly social world of complex and sophisticated threats, Druva delivers data protection and management for the cloud era. You will be challenged, learn, and be energized as you resolve complex technical issues in this ever-evolving landscape. Make an impact by joining the Product Support team</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><strong>What You'll Do</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">As an integral part of the Global Customer Support team, you will provide technical support for Druva products. The Engineer will be responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the rest of the Druva support team, Engineering, Solutions Delivery, Sales, and Product Management to ensure that Druva is delivering overall superior service and support to our customers.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Responsibilities include but are not limited to the following:</span></p> <ul> <li style="line-height: 1.1;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Be flexible to Work in shifts 24X7X365</span></li> <li style="line-height: 1.1;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Act as a collaborative team member to resolve issues together&nbsp;</span></li> <li style="line-height: 1.1;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.</span></li> <li style="line-height: 1.1;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Analysis of exceptions and logs to isolate root cause and help in product’s usability and improve end-user experience</span></li> <li style="line-height: 1.1;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions to Knowledge base articles</span></li> <li style="line-height: 1.1;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Approaching complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools</span></li> <li style="line-height: 1.1;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships</span></li> <li style="line-height: 1.1;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams</span></li> <li style="line-height: 1.1;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Follow troubleshooting methodology to diagnose, root cause, and resolve customer issues, also be able to recreate the issue in-house</span></li> <li style="line-height: 1.1;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Continuously enhancing knowledge through training and e-learning courses</span></li> <li style="line-height: 1.1;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Coordinate with Quality Assurance and Engineering teams to aid in identifying, reporting, and resolving product defects.</span></li> <li style="line-height: 1.1;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Comfortable working with remote support tools and case management systems like Salesforce, JIRA, Zoom &amp;, etc.Meeting Service Level Agreements metric for all customer channels</span></li> </ul> <p style="line-height: 1.1;">&nbsp;</p> <p style="line-height: 1;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><strong>Who You Are</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Minimum Qualifications</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Bachelor’s degree preferably in a technical field and 3+ years relevant work experience or equivalent combined training &amp; experience</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Excellent communication skills, both written and verbal.&nbsp;</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Good understanding of backup and recovery concepts along with disaster recovery.</span></li> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Types of backups, Replication Etc.</span></li> </ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Experience in one or more of the following areas:</span></li> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Administrative experience in Operating Systems - Windows, Linux, Solaris, Unix.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Knowledge and understanding of cloud infrastructure - AWS,&nbsp; VMware&nbsp; Cloud, or any public cloud provider.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Server&nbsp; Backup applications and troubleshooting knowledge of security</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Proficient with troubleshooting a wide variety of applications using standard tools (etc. Wireshark, tcpdump, procmon, perfmon)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Fundamental knowledge of storage technologies ( SCSI, SAN, iSCSI, NAS, etc.).</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Hands-on experience in VMware, HyperV &amp; Nutanix technologies</span></li> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">VMware certified professional</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">NUTANIX enterprise administrator</span></li> </ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Knowledge of backup and recovery concepts on&nbsp;</span></li> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Microsoft SQL</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Oracle</span></li> </ul> </ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Ability to troubleshoot issues involving communication between multiple SaaS and on-premise applications.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Experience building customer-facing documentation.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Experience with deployment and configuration is a plus.</span></li> </ul> <p>&nbsp;</p> <p>&nbsp;</p>