PEOPLE IMPACT
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Technical Support Engineer/Escalation Engineer - VMware/Hyper-V (10-15 yrs)
Location:
Bangalore
Description:
Key Responsibilities :- Delivering top-tier support for complex, urgent issues through phone, email, and remote assistance.- Take ownership of Technical Escalations from Tier 1 engineers, assume responsibility for resolutions and customer outcomes, including potential escalation to Engineering /Development teams when necessary.- Collaborate with Engineering leadership on complex issues to enhance product and user experience.- Collaborate with Regional and International Sales/Field/Partner or any other Customer Facing organization in driving resolutions and addressing Critical Situations- Contribute to creating KB Solution Articles, cheat sheets, RCA documents and Community content- Actively participate in beta/early release testing of the product/features and provide feedback to products/engineering teams.- Review and provide feedback to the SRT team on training content improvement opportunities.- Resolve high-profile, strategic customer cases, coordinating with the product and engineering teams as necessary.- Mentor and provide advanced training to lower-tier technical support engineers.- Commitment to ensuring the success and fulfillment of our global customer base.- Possessing strong written and verbal communication abilities, with a focus on detailed case documentation.- Demonstrating the ability to work both independently and collaboratively, crafting optimal solutions to customer issues and ensuring quality outcomes.- Replicating technical problems internally for better understanding and resolution.- Continuously acquiring and applying knowledge from internal community resources.- Recognizing when cases need to be escalated due to technical complexities or strategic considerations.- Leveraging internal labs and simulators for testing and analysis.- Contributing productively to weekend shifts, ensuring consistent support.- Utilizing productivity tools like softphone systems and CRM ticketing platforms effectively.Required Skills/Experience :- Technical Support/Customer Service Experience - minimum 8-12 Years industry experience- A minimum of 3 years of Commvault product support experience or any other Data Protection Solution is desirable- Expert knowledge on one or more of operating system platforms, such as on-premises hypervisors (VMware or Hyper-V) Windows Server, and Linux/Unix OS, with the ability to troubleshoot issues confidently.- Expert knowledge of storage concepts such as SAN/NAS, and the capacity to troubleshoot storage-related problems effectively including hands-on experience with Appliances like NetApp, Dell, Veritas- Expert understanding of Windows/Linux File System and features like Archiving and Bare Metal recovery- Expert understanding of three or more of the cloud hypervisors like Azure , AWS / containers like K8s along with the awareness of their interaction with CommVault as a product.- Expert level experience with Active Directory, and possibly Microsoft Exchange, SQL Server, SharePoint and Lotus Domino Services.- Expert level understanding in atleast 2 or more of the DB technologies like Oracle, HANA, DB2, MySQL etc- Proactively learns new technologies and can apply this knowledge to troubleshoot various system and application problems.- Expert level troubleshooting skills in network connectivity, name resolution, and performance-based issues- Ability to learn new technologies and apply this knowledge to troubleshoot various system and application problems.- Effective communication skills to clearly articulate issues and provide appropriate solutions or action plans to customers.- Ability to troubleshoot connectivity, name resolution, and performance-based issues with operating systems and/or hardware.- Ability to thrive in a dynamic setting, quickly adapting to changing priorities & maintaining composure & effectiveness under pressure.- Ability to handle sensitive and/or critical situations with Customers often involving negotiation skills- A solid foundation in relevant technologies with a commitment to staying informed about industry trends & emerging tools.- CommVault Expert certification desired- Certification in other above listed technologies is desired (ref:hirist.tech)
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More About this Listing: Technical Support Engineer/Escalation Engineer - VMware/Hyper-V (10-15 yrs)
Technical Support Engineer/Escalation Engineer - VMware/Hyper-V (10-15 yrs) is a Technology Technical Support Engineer Job at People Impact located in India. Find other listings like Technical Support Engineer/Escalation Engineer - VMware/Hyper-V (10-15 yrs) by searching Oodle for Technology Technical Support Engineer Jobs.
Technical Support Engineer/Escalation Engineer - VMware/Hyper-V (10-15 yrs) is a Technology Technical Support Engineer Job at People Impact located in India. Find other listings like Technical Support Engineer/Escalation Engineer - VMware/Hyper-V (10-15 yrs) by searching Oodle for Technology Technical Support Engineer Jobs.