Associate Technical Support Engineer
Druva
- Pune, Maharashtra
- Permanent
- Full-time
- Be flexible to Work in shifts 24X7X365
- Act as a collaborative team member to resolve issues together
- Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
- Analysis of exceptions and logs to isolate root cause and help in product's usability and improve end-user experience
- Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions to Knowledge base articles
- Approaching complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools
- 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
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Follow troubleshooting methodology to diagnose, root cause, and resolve customer issues, also be able to recreate the issue in-house
- Continuously enhancing knowledge through training and e-learning courses
- Coordinate with Quality Assurance and Engineering teams to aid in identifying, reporting, and resolving product defects.
- Comfortable working with remote support tools and case management systems like Salesforce, JIRA, Zoom &, etc.Meeting Service Level Agreements metric for all customer channels
- Bachelor's degree preferably in a technical field and 1+ years relevant work experience or equivalent combined training & experience
- Excellent communication skills, both written and verbal.
- Good understanding of backup and recovery concepts along with disaster recovery.
- Types of backups, Replication Etc.
- Experience in one or more of the following areas:
- Administrative experience in Operating Systems - Windows, Linux, Solaris, Unix.
- Knowledge and understanding of cloud infrastructure - AWS, VMware Cloud, or any public cloud provider.
- Server Backup applications and troubleshooting knowledge of security
- Proficient with troubleshooting a wide variety of applications using standard tools (etc. Wireshark, tcpdump, procmon, perfmon)
- Fundamental knowledge of storage technologies ( SCSI, SAN, iSCSI, NAS, etc.).
- Hands-on experience in VMware, HyperV & Nutanix technologies
- VMware certified professional
- NUTANIX enterprise administrator
- Knowledge of backup and recovery concepts on
- Microsoft SQL
- Oracle
- Ability to troubleshoot issues involving communication between multiple SaaS and on-premise applications.
- Experience building customer-facing documentation.
- Experience with deployment and configuration is a plus.