Veritas Technologies Hiring for Senior Technical Support Engineer – NBU at Pune, Maharashtra Full Time

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.

About VERITAS

Veritas’ vision is to enable organizations to thrive in this new world of digital business.

Did you know that the International Data Corporation (IDC) predicts that data will double every 2 years, reaching 44 zetabytes by 2020? That’s more bytes than gallons of water in the ocean and an exponentially growing problem for businesses. Veritas helps organizations harness the power of their data & turn it into actionable insights.

We believe information is everything! Data is an organization’s digital currency; a critical business asset that is growing in value. We are the only company that provides a data management platform to address the core challenge of accessing, managing, and analyzing all of their data, no matter where it is, in real time – allowing organizations to truly maximize the value of their data.

Veritas is currently looking for motivated individuals who not only do but are also leaders who influence change and make a difference. The team is always looking for passionate, dedicated individuals who are self-motivated in their work and careers.

Job Summary

Respond to customer inquiries (voice or email) for an assigned product(s) within a Technical Support Engineer environment. Provide technical support to Veritas customers, partners, and field support staff with varying levels of support maintenance entitlements i.e. entry level, through to premier level entitlements, with focus on diagnosing, troubleshooting, and debugging Veritas software and hardware.

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, Azure), Hyper-converged

Working Knowledge of Databases (i.e. Oracle, SAP, SQL Server, db2, Informix, Mysql, etc.)

Windows Options: Exchange, SharePoint, Lotus Notes

Tape Library/VTL: Tape, STK, DD etc.

Skills & Competencies

Customer Service experience. Engagement with customers through live calls; queues; multitask with customers over phone and video

Collaboration. Working in an open and collaborative environment, proactive integration and connectivity with peers, demonstrate strong sense of teaming and continuous willingness to share, learn and collaborate

Effective verbal communication skills. Active and reflective listening, in-depth questioning skills to foster an immediate customer relationship/connection, ability to explain technical topics in simple terms

Effective written skills. Writing of Knowledge Management articles; case summary notes to ensure universal understanding for all relevant stakeholders

Time management. Prioritize and plan time effectively, with ability to pivot swiftly under pressure to meet deliverables

Situational adaptability. Apply flexibility and behavioral strategies to adapt to changing priorities in a dynamic working environment

Drive Results and Problem Solving. Maximize engagement with team members to ensure effective problem solving, resulting in timely case resolution

Trouble Shooting and Problem Solving. Think quickly and react to customer impacting situations. Effective case resolution, say do mind-set with a commitment to carry through to resolution

Accountability/Ownership. Proactive continuous learning, continued development plan to enhance skills and bridge gaps

Job Complexity

Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors

Demonstrates good judgment in selecting methods and techniques for obtaining solutions

Networks with senior internal and external personnel in own area of expertise

Supervision

Normally receives no instruction on routine work, general instructions on new assignments

Work is evaluated upon completion to ensure objectives have been met

Provides guidance to team members

Experience / Education / Qualifications

Diploma holders / Graduates / Postgraduates in Engineering / Science

4+ years of Sys Admin or related enterprise Technical Support Certification in one’s product area

4+ years’ experience providing 2nd /3rd level support in an enterprise class product company, or

4+ years’ experience working in a LIVE production environment or datacenter with heterogeneous IT infrastructure

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. We 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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