Technical Specialist Associate- Customer Support (Unix)

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Key Responsibilities

• Provide top-tier support for complex issues via phone, email, and remote assistance, including working with enterprise customers
• Ensure the success and satisfaction of the global customer base
• Manage a high volume of cases, aiming for successful resolutions
• Maintain detailed case documentation
• Collaborate with team members to develop optimal solutions
• Replicate technical problems internally for better understanding and resolution
• Continuously learn and apply knowledge from internal resources
• Identify cases that require escalation due to technical complexities or strategic considerations
• Mentor and coach new engineers in the team
• Utilize internal labs and simulators for testing and analysis
• Clearly articulate issues and provide appropriate solutions or action plans to customers
• Participate in weekend shifts to ensure consistent support
• Effectively use productivity tools like softphone systems and CRM ticketing platforms
• Engage in the Commvault community

Qualifications

• 0 - 3 years' experience in technical support or customer service, troubleshooting, and resolving technical issues for external customers
• Good understanding of network principles and familiarity with network debugging tools like Wireshark and tcp-dump
• Enthusiasm for learning new technologies and applying this knowledge to troubleshoot various system and application problems
• Ability to thrive in a dynamic setting, quickly adapting to changing priorities while maintaining composure and effectiveness under pressure
• Solid foundation in relevant technologies with a commitment to staying informed about industry trends and emerging tools
• Experience working in a software or SaaS environment
• Excellent verbal and written communication skills in English
• Willingness to work onsite in a 24/7 support model as per business requirements
• Enjoy working in a target-driven environment, multitasking, and possibly handling more than one support issue simultaneously
• Dedication to delivering exceptional customer service

Technical Skills

• Solid hands-on experience with Linux databases and Unix operating systems
• Strong knowledge of Oracle, SAP HANA, Postgres, Sybase, DB2, MongoDB, MySQL, along with basics of networking, or similar solutions
• Work experience on cloud platforms like Azure, AWS, GCP, Salesforce is an added advantage

Preferred Qualifications

• Experience in SaaS environments
• Experience working in a cyber security/resilience business
• Commvault professional advanced certification
• Commvault is an equal opportunity workplace and is an affirmative action employer
• We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work
• Commvault s goal is to make interviewing inclusive and accessible to all candidates and employees
• If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email EMAIL_ADDRESS For any inquiries not related to an accommodation please reach out to EMAIL_ADDRESS . Commvault's Privacy Policy Desired Candidate Profile 0 - 3 years' experience in technical support or customer service, troubleshooting, and resolving technical issues for external customers
• Good understanding of network principles and familiarity with network debugging tools like Wireshark and tcp-dump
• Enthusiasm for learning new technologies and applying this knowledge to troubleshoot various system and application problems
• Ability to thrive in a dynamic setting, quickly adapting to changing priorities while maintaining composure and effectiveness under pressure
• Solid foundation in relevant technologies with a commitment to staying informed about industry trends and emerging tools
• Experience working in a software or SaaS environment
• Excellent verbal and written communication skills in English
• Willingness to work onsite in a 24/7 support model as per business requirements
• Enjoy working in a target-driven environment, multitasking, and possibly handling more than one support issue simultaneously
• Dedication to delivering exceptional customer service

Technical Skills

• Solid hands-on experience with Linux databases and Unix operating systems
• Strong knowledge of Oracle, SAP HANA, Postgres, Sybase, DB2, MongoDB, MySQL, along with basics of networking, or similar solutions
• Work experience on cloud platforms like Azure, AWS, GCP, Salesforce is an added advantage

Preferred Qualifications

• Experience in SaaS environments
• Experience working in a cyber security/resilience business
• Commvault professional advanced certification