Associate Technical Support Engineer

• Be flexible to Work in shifts 24X7X365
• Act as a collaborative team member to resolve issues together
• Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term. - Analysis of exceptions and logs to isolate root cause and help in product’s usability and improve end-user experience
• Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions to Knowledge base articles
• Approaching complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools
• 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
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Follow troubleshooting methodology to diagnose, root cause, and resolve customer issues, also be able to recreate the issue in-house
• Continuously enhancing knowledge through training and e-learning courses
• Coordinate with Quality Assurance and Engineering teams to aid in identifying, reporting, and resolving product defects. - Comfortable working with remote support tools and case management systems like Salesforce, JIRA, Zoom &, etc.Meeting Service Level Agreements metric for all customer channels

Who You Are

Minimum Qualifications

• Bachelor’s degree preferably in a technical field and 3+ years relevant work experience or equivalent combined training & experience

• Excellent communication skills, both written and verbal. - Good understanding of backup and recovery concepts along with disaster recovery. - Types of backups, Replication Etc. - Experience in one or more of the following areas:

• Administrative experience in Operating Systems - Windows, Linux, Solaris, Unix. - Knowledge and understanding of cloud infrastructure - AWS,  VMware  Cloud, or any public cloud provider. - Server  Backup applications and troubleshooting knowledge of security

• Proficient with troubleshooting a wide variety of applications using standard tools (etc. Wireshark, tcpdump, procmon, perfmon)

• Fundamental knowledge of storage technologies ( SCSI, SAN, iSCSI, NAS, etc.). - Hands-on experience in VMware, HyperV & Nutanix technologies

• VMware certified professional

• NUTANIX enterprise administrator

• Knowledge of backup and recovery concepts on

• Microsoft SQL

• Oracle

• 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.