Veritas Verified Services Tech Support Engineer
hace 1 semana
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.
- Responsibilities:
- Provide advanced technical phone support to customers using NetBackup and Veritas Appliances. Your typical customer may be a senior systems administrator, consultant, or DBA working for federal agencies other customers after standard business hours. Shifts may include early evenings, nights and/or early morning hours covering weekdays and weekends.
- Responsibilities include, but are not limited to:
- Resolve very complex or previously unknown problems requiring high level technical expertise and business acumen
- Recreate customer environments and problems to aid in troubleshooting/case resolution
- Function as the Technical Support liaison with Veritas Engineering
- Consult with management in directing resolution of critical customer situations
- Collaborate with Veritas Partners and vendors to resolve multi-vendor issues
- Document resolutions in accordance with Knowledge Management practices
- Author/Edit TechNotes and TechAlerts
- Continuous development of industry, technology, business and leadership skills
- Provide Probable Cause Analysis (PCA); ensures information is captured for Knowledge repository
- Determine and communicate recommendations on Support readiness for new products and features
- Participates in pre-release product analysis and beta programs
- Provide feedback to improve product quality/functionality
- May require travel to international/domestic sites
- Consults with Support management on continuous process improvement and process re-engineering
- Participates in process planning and makes recommendations for improvements
- Represent Technical Support at company and customer events such as Vision, Cutting Edge, user forums, partner visits
- Other duties as assigned
- Qualifications:
- Advanced NetBackup administration and troubleshooting experience.
- BS in Computer Science, equivalent experience or related major with course work in Structured Programming (C or C++ and/or Java)
- Systems Administration expertise on Windows or one of the following Operating Systems (Solaris, AIX, HP-UX, Linux)
- Network communication, performance and administration
- System I/O and performance
- Scripting expertise
- SQL (Structured Query Language)
- Relational Database Management (Oracle, Sybase, Informix)
- SCSI hardware (tape drives, libraries, storage subsystems) configuration experience
- Storage Area Network (SAN) experience
- Possesses world-class problem solving and troubleshooting skills
- Demonstrates role-model level customer service/support skills
- Demonstrated skills at working within a team environment
- Possesses superior listening skills
- Ability to adapt behavior and approach depending on audience
- Ability to multi-task and manage time well
- Superior verbal and written communication skills
- Can direct own learning activities and professional development strategy
- Ability to establish technical credibility with customers, peers and Engineers
- Can create and write complex procedures
- Demonstrated ability to successfully manage large, long-timeframe projects
- Stays current on industry developments and market trends
- Able to maintain a positive attitude throughout the support process
- Takes a calm and mature approach to dealing with difficult problems and people
- Strong troubleshooting, follow through, interpersonal, verbal and written skills
- US citizenship required due to Federal agencies requirements
- BS in Computer Science or related discipline is desired
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