Sr Technical Support Engineer(Remote Eligible)

hace 6 días


La Florida, Chile Veritas Technologies A tiempo completo

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.

Job Summary

Position provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers.

Position requires a motivated, self-starter and self-learner with a customer-first attitude.

Primary Accountabilities
- Work with Veritas customers, partners, and field reps by answering technical questions, and providing solutions for Veritas products
- Resolve cases per productivity, performance and SLA standards and support goals
- Research, document, and collaborate on cases as required
- Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base
- Address multiple issues simultaneously, with a case for each issue raised
- Establish close interactions with team members and other applicable stakeholders.
- Assess when it is necessary to engage with team members to enable timely case resolution
- Participate in the Technical Support Engineer Process Community Meetings and Innovation Teams, to help improve areas that can have a positive impact to Customer Success
- Participate in Product Previews for New Product Releases
- Participate in projects and support the Enablement Functions, in addition to UAT testing for various initiatives
- Work effectively in a collaborative operating environment, partner with internal and external technical support teams, with various levels of technical expertise
- Mentor and assist other technical support engineers (TSEs) in the knowledge of product and processes
- Participate in, or conduct internal and external hiring interviews
- Diagnose technically complex and/or politically sensitive case issues, and engage senior team members to resolve
- As a support champion, participate in internal projects partnering with internal teams, i.e. enablement/engineering etc. to drive continuous process and product improvement. Develop course content, and TOI material to be delivered to TSEs

Knowledge

Experience across multiple of the following core technologies, including desired secondary knowledge:

- Operating Systems, UNIX or Windows Servers. Relevant platforms include Linux, Solaris, AIX, HP-UX, Windows Workstation, UNIX/Linux
- Good knowledge of OS administration, Patch & Package Management & OS specific debugging tools
- Experience with logical volume management (LVM) & Volume Manager concepts
- SAN/NAS - experience in storage technologies, Storage Topologies, & RAID concepts
- Multipathing concepts (MPxIO, Powerpath, HDLM)
- Basic knowledge on:

- Core & Crash dump Analysis
- Kernel and User mode crash dump analysis
- Performance monitoring & troubleshooting tools
- Networking Fundamentals: TCP/IP, DNS, DHCP, NFS
- Infrastructural Technologies: Active Directory & Exchange (II)

Working knowledge in one or more of the following technologies:

- Cross platform server environments and Server Hardware
- Operating Systems: Microsoft Windows 2012, 2016 and 2019
- Expertise in:

- Microsoft Exchange 2010, 2013, 2016 and 2019 - Messaging Admin
- Outlook Client 2010, 2013, 2016 and 2019 and Outlook Web Access (OWA)
- Advanced Relational Database principles and methodologies (SQL)
- Enterprise Level Infrastructure Technology - Active Directory, DNS, DHCP
- Expertise on: Exchange Online, Domino, Sharepoint, MAC
- Web Server - IIS /7/8
- Virtualization technologies: VMWare, Zones/LDOMS, KVM, HACMP, Hyper-V
- Disk arrays such as EMC Storage, Hitachi, IBM and other
- Replication and disaster recovery solutions
- High Availability Technologies and Clustering concepts
- Experience in Basic Scripting (Perl & Bash)
- Industry standard certifications: Windows Server, Networking, Solaris 10/11, Linux (RedHat/SuSE), IBM AIX, HP
- Networking Protocols, Network Topologies and overall Network Landscape
- Knowledge of Storage Systems: Block and File (SAN & NAS); Cloud Storage (Google, AWS, Azur



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