Customer Technical Support Engineer

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About Druva

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.

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 druva.com and follow us on LinkedIn, Twitter and Facebook.

 

Who You'll work with

Druva's Technical Support Team is the focal point for 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

 

What You'll Do

As an integral part of the Global Technical 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.


Responsibilities include but are not limited to the following:

  • Communicate directly and effectively with internal and external organizations to conduct customer issue investigations and deliver root cause analyses, workarounds, and permanent fixes.
  • Support strategic & premium accounts in resolving product/environment issues.
  • Proactively identify opportunities to simplify work and create training plans and SOPs.·
  • Develop and document product troubleshooting runbooks, including developing any tools/scripting necessary, to minimize customer impact and reduce support effort related to product issues. 
  • Act as an escalation point, research, troubleshoot, and assist customers and other support engineers with the resolution of technical problems where predefined patterns may not exist (e.g., new feature sets or workflows where documentation hasn’t been created or fit into the defined framework, etc.)
  • Contribute to the professional development of colleagues, broadly sharing your knowledge by presenting to internal or external audiences and publishing high-quality documents. Continuously enhancing knowledge through training and e-learning courses.
  • 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
  • Liaise with Product R&D and Product Management teams on technical discussions as required to ensure tracking and resolution of bugs and fixes
  • Coordinate with Quality Assurance and Engineering teams to aid in identifying, reporting, and resolving product defects.
  • Comfortable working in and assisting others through applications, such as Salesforce in addition to other remote access desktop programs
  • Experience analytical and problem-solving skills, with the ability to establish and maintain confidence and take ownership of issues
  • You are dedicated to resolving complex technical problems, multitasking, and being a customer advocate to achieve customer success


Who You Are

Minimum Qualifications

  • Bachelor's (or Master of Science) or foreign degree equivalent in Computer Science, Computer Engineering, Electrical Engineering or related field
  • Must be a US Citizen
  • 5+ years of practical experience in a customer-focused position involving technical knowledge of a company's products and services
  • Excellent communication skills, both written and verbal. Prior Experience in communicating with Enterprise, Service Provider, or SMB customers.
  • Experience in one or more of the following areas:
    • Operating Systems - Windows, Linux, or Mac OS.
    • Cloud / SaaS applications - Salesforce, GSuite, M365, Salesforce, etc.
    • IaaS - AWS, Azure or GCP.
    • Identity and Access Management (LDAP, AD, ADFS, Okta, Ping, etc).
    • Network Firewalls and Proxies.
    • End-Point Security &  Backup applications
    • Proficient with troubleshooting a wide variety of applications using standard tools (etc. Wireshark, tcpdump, Fiddler, Charles proxy, OpenSSL & grep).
    • Fundamental knowledge of storage technologies (tape device, SCSI, SAN, iSCSI, NAS etc.).
  • Familiarity with reading and/or writing simple scripts is a bonus - preferably in the area of Python, Javascript, and/or C++.
  • 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.
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