Technical Support Engineer (NBU Appliance)
Veritas Technologies
EON Free Zone, Pune, India
5d ago

About VERITAS Veritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability, protection, and insights.

Our 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 readiness.

Veritas supports 500+ data sources, 150+ storage targets, 50+ clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.

Veritas 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 relationship.

Customer Success includes customer support and care, professional and business critical services, and renewal sales. About VERITAS Veritas' vision is to enable organizations to thrive in this new world of digital business.

Did you know that the International Data Corporation (IDC) predicts that data will double every 2 years, reaching 44 zetabytes by 2020?

That's more bytes than gallons of water in the ocean and an exponentially growing problem for businesses. Veritas helps organizations harness the power of their data & turn it into actionable insights.

We believe information is everything! Data is an organization's digital currency; a critical business asset that is growing in value.

We are the only company that provides a data management platform to address the core challenge of accessing, managing, and analyzing all of their data, no matter where it is, in real time - allowing organizations to truly maximize the value of their data.

Veritas is currently looking for motivated individuals who not only do but are also leaders who influence change and make a difference.

The team is always looking for passionate, dedicated individuals who are self-motivated in their work and careers. What you will be doing : o Dealing with Enterprise level customer support issues primarily over the telephone on a daily basis.

o Working as part of a global support team in coordination with support centers in other geographic locations operating 24x7 support.

o Documentation of case progress and communications to a high standard using a call tracking system. o Providing customer feedback on their issues as they are progressed.

o Ensuring high customer satisfaction by providing a professional service and swift resolution to all customer issues o Weekend work on a rotation basis, for which days in lieu / remuneration is offered, after a significant period of training and development (6 months).

o Recreating problems in house and providing evidence where bug fixes are required. Personal Profile : o Willing to work as part of a professional support team to provide solutions to customer issues / problems.

o Able to maintain professionalism while under pressure. o The candidate needs to be someone who values teamwork and can contribute to the entire group who is a self starter and self motivated.

o Someone who wishes to continue to develop their skill set in a proactive environment. o Being a team player and understanding the customer’s needs ensures continued success of the support center and individuals who demonstrate these skills are very welcome.

What skills, experience and education you need as a team member to succeed : o Fluency in English, both verbal and written communication skills is mandatory / required.

o A strong telephone presence, with regular communications to keep customers updated about their support cases. o Excellent customer service skills and a team focus.

o Understanding of Operating Systems, eg UNIX / Linux. o Strong troubleshooting experience of Operating Systems, eg UNIX / Linux.

o Fundamental knowledge of storage technologies (tape device, SCSI, SAN, iSCSI, etc.). o Fundamental knowledge of networking technologies TCP / IP, routers, switches etc.

o Fundamental knowledge of Server applications (Backup and Recovery & Hardware) is desirable. o In addition, experience and knowledge in one or more of the following is highly desirable : o Previous experience in System Administration / Windows / UNIX / Linux administration o Strong troubleshooting, follow through, interpersonal, verbal and written skills.

o Strong experience in technical support environment is preferred. o Success factors include : Strong Communication, customer focus, influence and persuasion, commitment to task, policies / processes / procedures and team work.

o Operating Systems, eg UNIX / Linux is preferable.( Hardware ) o Fundamental knowledge of storage technologies (tape device, SCSI, SAN, iSCSI, etc.) is desirable

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