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Druva

Druva is a leading provider of continuous data protection and disaster recovery solutions.

Technical Support Engineer (Tier 3 ) - InSync
Pune, IN
Job Description / Skills Required

About Us -

Druva is the global leader in Cloud Data Protection and Management, delivering the industry’s first data management-as-a-service solution that aggregates data from endpoints, servers and cloud applications and leverages the public cloud to offer a single pane of glass to enable data protection, governance and intelligence–dramatically increasing the availability and visibility of business critical information, while reducing the risk, cost and complexity of managing and protecting it.

Druva’s award-winning solutions intelligently collect data, and unify backup, disaster recovery, archival and governance capabilities onto a single, optimized data set. As the industry’s fastest growing data protection provider, Druva is trusted by over 4,000 global organizations, and protects over 40 PB of data.

Roles & Responsibilities:

* Provide awesome service to customers, excelling in empathy and case ownership

* Handle escalated customer issues and see problems through to resolution

* Facilitating customer communication, education and retention

* Managing a large number of disparate customer issues in parallel

* Collaborating with your team on issues and their solutions

* Reviewing manuals, release notes, and patch documentation for possible issue resolution

* Assist on Engineering/Product Management feature teams as customer representative

* Utilizing remote secure access technologies to diagnose and resolve customer issues

* Meeting Service Level Agreements metric for all customer channels

* Research, diagnose, troubleshoot and identify solutions to resolve customer issues

* Recreating and verifying software defects in the field or under lab conditions reported by customers

* Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

* Work in shifts with coverage 24x7x365

* Ensure proper documentation and closure of all customer issues

Skills & Qualifications:

As a Technical Support Engineer – Tier2/3, you will need to possess a proven track record of success in the following areas:

* Bachelor’s degree preferably in a technical field and 3- 4 years’ relevant work experience or equivalent combined training & experience

* Experience should be within a technology support role. Preference to experience that is also within a highly dynamic, high growth organization

* Fluent in the following: Windows, Mac and Linux operating systems with good troubleshooting ability

* Good Windows, Mac & Linux troubleshooting ability.

* Knowledge of Backup & Storage concepts, Microsoft Technologies & Cloud computing will be added advantage

* Solid networking, hardware and software troubleshooting skills

* Proven track record of offering consistently superior levels of customer service

* A warm personality, work well with co-workers, and are kind and patient with customers

* The ability to think calmly and rationally during a crisis

* The ability to make decisions on your own, and consult with team leaders as needed

* Takes a self-directed leadership role in support and resolution of technical issue

* Be a good listener, to really understand a customer problem or question and help them solve it

* Excellent written and verbal communication skills