Sr.Tech Support Engineer

About VERITAS

Veritas Technologies solves what no one else can. As the leader in secure multi-cloud data management, over 80,000 customers – including 91% of the Fortune 100 – rely on Veritas to help ensure the protection, recoverability, and compliance of their data.

Veritas has a reputation for reliability at scale, which delivers the resilience its customers need against the disruptions threatened by cyberattacks, like ransomware. No other vendor is able to match Veritas’ ability to execute, with support for 800+ data sources, 100+ operating systems, 1,400+ storage targets and 60+ clouds through a single, unified approach. Powered by Cloud Scale Technology, Veritas is delivering today on its strategy for Autonomous Data Management that reduces operational overhead while delivering greater value. Learn more at Veritas.com.

Veritas’ Customer Success Organization 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 relationship. The team includes Customer Success Management, Business Critical Services, Global Customer Support, Global Technical Enablement, and Licensing Services.

Job Summary

Respond to customer inquiries (voice or email) for an assigned product(s) within a Technical Support Engineer environment. Provide technical support to Veritas customers, partners, and field support staff with varying levels of support maintenance entitlements i.e. entry level, through to premier level entitlements, with focus on diagnosing, troubleshooting, and debugging Veritas software and hardware. 

Position provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers.

Position requires a motivated, self-starter and self-learner with a customer-first attitude.

Primary 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.e. enablement/engineering etc. to drive continuous process and product improvement. Develop 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 Servers. Relevant 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.e. Oracle, SAP, SQL Server, db2, Informix, Mysql, etc.)
• Windows Options: Exchange, Sharepoint, Lotus Notes
• Tape Library/VTL: Tape, STK, DD etc.

Skills & Competencies

• Customer Service experience. Engagement 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 skills. Active and reflective listening, in-depth questioning skills to foster an immediate customer relationship/connection, ability to explain technical topics in simple terms 
• Effective written skills. Writing of Knowledge Management articles; case summary notes to ensure universal understanding for all relevant stakeholders
• Time management. Prioritize and plan time effectively, with ability to pivot swiftly under pressure to meet deliverables
• Situational adaptability. Apply flexibility and behavioral strategies to adapt to changing priorities in a dynamic working environment
• Drive Results and Problem Solving. Maximize engagement with team members to ensure effective problem solving, resulting in timely case resolution
• Trouble Shooting and Problem Solving. Think quickly and react to customer impacting situations. Effective case resolution, say do mind-set with a commitment to carry through to resolution
• Accountability/Ownership. Proactive 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 good. If you only meet some of the asks for this role, that's OK! We value a diverse range of backgrounds and ideas and believe a more diverse and inclusive workforce makes a winning team. If you have the curiosity to learn and appetite to teach what you know, we encourage you to apply. Come as you are! Interested? Apply and find out more about #TeamVeritas!