Principal Tech Support Engineer
Veritas Technologies
EON Free Zone, Pune, India
11h ago


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.


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 :

oAct as a trusted advisor by providing technical support to Global Enterprise level Customers and Partners on Veritas Information Availability Products (Storage Foundation Suite)

oResearches on a wide array of technical subjects such as Operating Systems, Infrastructural Technologies and Veritas Software Products

oApplies specialized knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments

oEffectively communicates procedural and technical issues to internal and external customers / stakeholders in an enterprise environment

oParticipates and possibly leads conference calls with customers and 3rd party Teams / Vendors

oAssesses when it is necessary to engage or escalate to senior resources to resolve complex issues

oManages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers

oComfortable working in a shift model

oDevelop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution

oEngage in on-going training and departmental development, along with self-learnings

oWorks toward becoming subject matter expert in a particular area or areas

oDetermines which technical tool(s) and tests are to be used

What skills, experience and education you need as a team

member to succeed :

oGraduates / Post Graduates

o 5+ years of working knowledge and experience troubleshooting applications and platform faults in Enterprise environments

oCustomer support experience at an enterprise level and corporate environment is desired

oDealing with customer issues over the telephone on a daily basis using a call tracking system

oProviding feedback to customers on their issues as they are progressed

oEnsuring customer satisfaction by providing a professional service and swift resolution to all customer issues.

oRecreating problems in house and providing evidence where bug fixes are required.

oAccustomed to conducting research to find answers to questions and solutions to problems from various sources

oUnderstanding of support escalation matrices and leverage the same as required

o EssentialHands on experience across the following core technologies :

oOperating Systems - UNIX (Solaris / AIX / HP-UX), LINUX (RedHat / SuSE)

oGood knowledge of OS administration, Patch & Package Management & OS specific debugging tools.

oExperience with logical volume management (LVM) & Volume Manager concepts.

oSAN / NAS experience in storage technologies, Storage Topologies, & RAID concepts.

oMultipathing concepts (MPxIO, Powerpath , HDLM)

oBasic knowledge on Core & Crash dump Analysis.

oPerformance monitoring & troubleshooting tools.

oNetworking Fundamentals : TCP / IP, DNS, DHCP, NFS.

o Working knowledge in one or more of the following technologies :

oCross platform server environments and Server Hardware

oKnowledge on virtualization technologies : VMWare, Zones / LDOMS,KVM,HACMP

oDisk arrays such as EMC Storage, Hitachi, Sun Storage.

oKnowledge of replication and disaster recovery solutions.

oHigh Availability Technologies and Clustering concepts.

oExperience in Basic Scripting (Perl & Bash)

oIndustry standard certifications : Solaris 10 / 11, Linux (RedHat / SuSE), IBM AIX, HP-UX

oExceptional verbal and written communication skills

oStrong analytical and troubleshooting skills

oProven capability to own, drive and take responsibility

oAbility to multitask, prioritizes, and works well under pressure

oTeam Player : Ability to work and collaborate in a Team environment

oExperience of working in a pressurized support environment

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