Job details
Job type full-time
Full job description
About veritas veritas solves what no one else canWith an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability, protection, and insightsOur veritas enterprise data services platform addresses current and future data issues end-to-end – keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readinessVeritas supports 500+ data sources, 150+ storage targets, 50+ clouds, and any deployment model imaginableWe serve 99% of the fortune 100, 90% of the fortune 500, and are the market leader in software-defined storage, data protection, and archivingVeritas customer success is responsible for ensuring that veritas’ customers are successfully exceeding the value of their investment in veritas solutions and coordinating the company focus on the end-to-end customer relationshipCustomer success includes customer support and care, professional and business critical services, and renewal salesJob summary respond to customer inquiries (voice or email) for an assigned product(s) within a technical support engineer environmentProvide technical support to veritas customers, partners, and field support staff with varying levels of support maintenance entitlements i.eEntry level, through to premier level entitlements, with focus on diagnosing, troubleshooting, and debugging veritas software and hardwarePosition provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customersPosition requires a motivated, self-starter and self-learner with a customer-first attitudePrimary accountabilities
Work with veritas customers, partners, and field reps by answering technical questions, and providing solutions for veritas products
Resolve cases per productivity, performance and sla standards and support goals
Research, document, and collaborate on cases as required
Author or update technical documents into knowledge management (km) for inclusion into support knowledge base
Address multiple issues simultaneously, with a case for each issue raised
Establish close interactions with team members and other applicable stakeholders.
Assess when it is necessary to engage with team members to enable timely case resolution
Participate in the technical support engineer process community meetings and innovation teams, to help improve areas that can have a positive impact to customer success
Participate in product previews for new product releases
Participate in projects and support the enablement functions, in addition to uat testing for various initiatives
Work effectively in a collaborative operating environment, partner with internal and external technical support teams, with various levels of technical expertise
Mentor and assist other technical support engineers (tses) in the knowledge of product and processes
Participate in, or conduct internal and external hiring interviews
Diagnose technically complex and/or politically sensitive case issues, and engage senior team members to resolve
As a support champion, participate in internal projects partnering with internal teams, i.eEnablement/engineering etcTo drive continuous process and product improvementDevelop course content, and toi material to be delivered to tses
Knowledge experience across multiple of the following core technologies, including desired secondary knowledge:
Operating systems, unix or windows serversRelevant platforms include linux, solaris, aix, hp-ux, windows workstation, unix/linux
Good knowledge of os administration, patch & package management & os specific debugging tools
Experience with logical volume management (lvm) & volume manager concepts
San/nas – experience in storage technologies, storage topologies, & raid concepts
Multipathing concepts (mpxio, powerpath, hdlm)
Basic knowledge on:
Core & crash dump analysis
Kernel and user mode crash dump analysis
Performance monitoring & troubleshooting tools
Networking fundamentals: tcp/ip, dns, dhcp, nfs
Infrastructural technologies: active directory & exchange (ii)
Working knowledge in one or more of the following technologies:
Cross platform server environments and server hardware
Operating systems: microsoft windows 2012, 2016 and 2019
Expertise in:
Microsoft exchange 2010, 2013, 2016 and 2019 – messaging admin
Outlook client 2010, 2013, 2016 and 2019 and outlook web access (owa)
Advanced relational database principles and methodologies (sql)
Enterprise level infrastructure technology - active directory, dns, dhcp
Expertise on: exchange online, domino, sharepoint, mac
Web server - iis /7/8
Virtualization technologies: vmware, zones/ldoms, kvm, hacmp, hyper-v
Disk arrays such as emc storage, hitachi, ibm and other
Replication and disaster recovery solutions
High availability technologies and clustering concepts
Experience in basic scripting (perl & bash)
Industry standard certifications: windows server, networking, solaris 10/11, linux (redhat/suse), ibm aix, hp
Networking protocols, network topologies and overall network landscape
Knowledge of storage systems: block and file (san & nas); cloud storage (google, aws, azure), hyper-converged
Working knowledge of databases (i.eOracle, sap, sql server, db2, informix, mysql, etc.)
Windows options: exchange, sharepoint, lotus notes
Tape library/vtl: tape, stk, dd etc.
Skills & competencies
Customer service experienceEngagement with customers through live calls; queues; multitask with customers over phone and video
Working in an open and collaborative environment, proactive integration and connectivity with peers, demonstrate strong sense of teaming and continuous willingness to share, learn and collaborate
Effective verbal communication skillsActive and reflective listening, in-depth questioning skills to foster an immediate customer relationship/connection, ability to explain technical topics in simple terms
Effective written skillsWriting of knowledge management articles; case summary notes to ensure universal understanding for all relevant stakeholders
Time managementPrioritize and plan time effectively, with ability to pivot swiftly under pressure to meet deliverables
Situational adaptabilityApply flexibility and behavioral strategies to adapt to changing priorities in a dynamic working environment
Drive results and problem solvingMaximize engagement with team members to ensure effective problem solving, resulting in timely case resolution
Trouble shooting and problem solvingThink quickly and react to customer impacting situationsEffective case resolution, say do mind-set with a commitment to carry through to resolution
Accountability/ownershipProactive continuous learning, continued development plan to enhance skills and bridge gaps
Job complexity
Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors
Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Networks with senior internal and external personnel in own area of expertise
Supervision
Normally receives no instruction on routine work, general instructions on new assignments
Work is evaluated upon completion to ensure objectives have been met
Provides guidance to team members
Experience / education / qualifications
Diploma holders / graduates / postgraduates in engineering / science
4+ years of sys admin or related enterprise technical support certification in one’s product area
4+ years’ experience providing 2nd /3rd level support in an enterprise class product company, or
4+ years’ experience working in a live production environment or datacenter with heterogeneous it infrastructure
At veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do goodWe also value uniqueness and know that a more diverse and inclusive workforce makes a winning team, so come as you are! interested? then apply and find out more about #teamvtas!
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Posted 30+ days ago
