Technical Support Engineer

About Druva

Druva, the autonomous data security company, puts data security on autopilot with a 100% SaaS, fully managed platform to secure and recover data from all threats. The Druva Data Security Cloud ensures the availability, confidentiality, and fidelity of data - providing customers with autonomous protection, rapid incident response, and guaranteed data recovery. The company is trusted by its more than 6,000 customers, including 65 of the Fortune 500, to defend business data in today’s ever-connected world. Amidst a rapidly evolving security landscape, Druva offers a $10 million Data Resiliency Guarantee ensuring customer data is protected and secured against every cyber threat. Visit druva.com and follow us on LinkedIn, Twitter and Facebook.

About Role:

Druva's Technical Support Team is the focal point for resolution of customer technical issues. We are a worldwide organization of highly skilled engineers that craft and make a positive impact on the customer experience. Within today's highly connected and increasingly social world of complex and sophisticated threats, Druva delivers data protection and management for the cloud era. You will be challenged, learn and be energized as you resolve complex technical issues in this ever-evolving landscape. Make an impact by joining the Product Support team. 

What You'll Do

As an integral part of the Global Customer Support team, you will provide technical support for Druva products. The Engineer will be responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the rest of the Druva support team, Engineering, Solutions Delivery, Sales, and Product Management to ensure that Druva is delivering overall superior service and support to our customers.

Responsibilities include but are not limited to the following:

• Communicate directly and effectively with internal and external organizations to conduct customer issue investigations and deliver root cause analyses, workarounds, and permanent fixes.
• Support strategic & premium accounts in resolving product/environment issues.
• Proactively identify opportunities to simplify work and create training plans and SOPs.·
• Develop and document product troubleshooting runbooks, including developing any tools/scripting necessary, to minimize customer impact and reduce support effort related to product issues. 
• Act as an escalation point, research, troubleshoot, and assist customers and other support engineers with the resolution of technical problems where predefined patterns may not exist (e.g., new feature sets or workflows where documentation hasn’t been created or fit into the defined framework, etc.)
• Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships
• Liaise with Product R&D and Product Management teams on technical discussions as required to ensure tracking and resolution of bugs and fixes
• Coordinate with Quality Assurance and Engineering teams to aid in identifying, reporting, and resolving product defects.
• Comfortable working in and assisting others through applications, such as Salesforce in addition to other remote access desktop programs
• Experience analytical and problem-solving skills, with the ability to establish and maintain confidence and take ownership of issues
• You are dedicated to resolving complex technical problems, multitasking, and being a customer advocate to achieve customer success

Who You Are

• Bachelor’s degree preferably in a technical field and 5+ years’ relevant work experience or equivalent combined training & experience
• Excellent communication skills, both written and verbal. Prior Experience in communicating with Enterprise, Service Provider, or SMB customers
• Good understanding of backup and recovery concepts 
• Types of backups, Replication Etc.
• Experience in the following areas:
• Administrative experience in Operating Systems - Windows, Linux/Unix, MAC OS
• Knowledge and understanding of cloud infrastructure - AWS
• Administration & Maintenance Knowledge of  
• Microsoft 365 
• G Suite 
• Salesforce 
• Slack 
• Working knowledge of Active Directory and API
• Proficient with troubleshooting a wide variety of applications using standard tools (etc. Wireshark, tcpdump, procmon, perfmon, OpenSSL)
• Fundamental knowledge of storage technologies (tape device, SCSI, SAN, iSCSI, NAS etc.) and Networking concepts (routers, firewalls and proxies)
• System Integration - Working knowledge of Identity and Access Management (LDAP, AD, ADFS, Okta, Ping, etc)
• Ability to troubleshoot issues involving communication between multiple SaaS and on-premise applications
• Experience with deployment tool (SCCM, JAMF, Quest Kace, Intune etc.) and configuration is a plus

Must have (non-technical) skills:

• Experience building customer-facing documentation
• Exceptional Documentation and escalation management skills
• Experience with Engineering escalation interaction and driving product issues to closure, with 3 WHYs concept
• Mindset of solving problems via tech, skill gap analysis and product improvement identification
• Contribute to the professional development of colleagues, broadly sharing your knowledge by presenting to internal or external audiences and publishing high-quality documents. Continuously enhancing knowledge through training and e-learning courses.