Technical Support Engineer jobs in Pune at Druva

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 – Tier 2, you will need to possess a proven track record of success in the following areas:

Bachelor’s degree preferably in a technical field and 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

Druva

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.