Job details
Job type full-time
Full job description
About veritas
Veritas solves what no one else canWith 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 imaginableWe serve 99% of the fortune 100, 90% of the fortune 500, and are the market leader in software-defined storage, data protection, and archiving.
The data protection group drives the product strategy, roadmap, and engineering delivery of the veritas products, which includes netbackup, aptare, backup exec, enterprise vault (ev), ev.cloud, ediscovery platform, and veritas saas backup.
Job summary
Must be us citizen
Respond to customer inquiries (voice or email) for an assigned product(s) within a technical support engineer environmentProvide technical support to veritas customers, partners, and field support staff with varying levels of support maintenance entitlements i.eEntry level, through to premier level entitlements, with focus on diagnosing, troubleshooting, and debugging veritas software and hardware.
Modify cloud infrastructure configuration to solve problems and meet the needs of customers.
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 lab engagement/management, and uat testing for various initiatives
Work effectively in a collaborative operating environment, partner with technical support team members
Mentor and assist other technical support engineers (tses) in the knowledge of product and processesDevelop and conduct training for tses and/or partners
Participates 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.eEnablement/engineering etcTo drive continuous process and product improvementDevelop course content, and toi material to be delivered to tses
Take advancements from team members, work in collaboration to help get to the case resolution
Be a subject matter expert on multiple areas of product
Interface with engineering for assistance and collaboration
Participates and/or leads calls with customers and 3rd party teams/vendorsAssess when it is necessary to engage, or escalate to senior resources to resolve complex issues
Apply specialized knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments, on multiply platforms
Research on a wide array of technical subjects such as operating systems, infrastructural technologies and veritas software products to continually learn to stay informed of new product features, related applications, hardware and technologies
Develop documentation and the technical support knowledge base to reduce troubleshooting time and drive faster issue resolution
Participates in online customer facing forums e.gVox and internal forums/dl`s
Participate, or lead global projects, including identifying and driving product improvements through the appropriate stakeholders
Build in-depth relationships with multiple internal organizations including product management, engineering, qa, training, release readiness
Engage and participate in customer visits/poc`s
Identify skills gaps and tse training needs
Knowledge
Advanced veritas product knowledge (i.eVertias infoscale, nbu, aptare.etc.)
Windows, directory services, unix (aix, solaris, hpux, linux), netware
Networking, networking protocols, (tcp/ip, smtp, etc)
Ability to undertake performance troubleshooting and tuning on systems, databases & applications
Ip routing
Firewalls
Security
Hardware
Scsi
Storage devices
San
Clustering
Netapp
Advanced programming skills
Database’s (i.eOracle, sap, sql, etc.)
J2ee
Email – exchange, lotus notes, etc.
Groupwise
Core dump analysis
Industry certifications, e.gMcse, cne, csp, c++, snia
Infrastructural technologies: active directory & exchange (ii)
Powershell in scripting and exchange, sql and storage fundamentals in the infrastructure technologies (ii)
Experience for scripting and program: python, c++
Experience across all the following core technologies, including desired secondary knowledge:
Advanced knowledge of operating systems: windows servers, windows workstation, unix/linux
Advanced knowledge of os administration, patch & package management & os specific debugging tools
Advanced knowledge on kernel and user mode crash dump analysis.
Advanced knowledge in performance monitoring & troubleshooting tools
Advanced knowledge networking fundamentals: tcp/ip, dns, dhcp, nfs
Working knowledge in all the following technologies:
Cross platform server environments and server hardware
Powershell in scripting and exchange, sql and storage fundamentals in the infrastructure technologies (ii)
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, azure), hyper-converged
Databases (i.eOracle, sap, sql server, db2, informix, mysql, etc.)
Windows options: exchange, sharepoint, lotus notes
Tape library/vtl: tape, stk, dd and so on
Database/big data technologies: sap/hana, hadoop, hbase, mongodb.
Experience / education / qualifications
Bs or ms in engineering / science
10+ years of industry and product experience
10+ years of sys admin or related enterprise technical support certification in one’s product area
10+ years’ experience providing 2nd /3rd level support in an enterprise class product company, or
10+ years’ experience working in a live production environment or datacenter with heterogeneous it infrastructure
Current certification in a minimum of one 3rd party product: vmware, redhat, etc.
Preferred coding & scripting
Expert product de-bugging skills
At veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do goodWe also value uniqueness and know that a more diverse and inclusive workforce makes a winning team, so come as you are! interested? then apply and find out more about #teamvtas!
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