Staff Technical Support Engineer

Druva is the leading provider of data security solutions, empowering customers to secure and recover their data from all threats. The Druva Data Security Cloud is a fully managed SaaS solution offering air-gapped and immutable data protection across cloud, on-premises, and edge environments. By centralizing data protection, Druva enhances traditional security measures and enables faster incident response, effective cyber remediation, and robust data governance. Trusted by nearly 7,500 customers, including 75 of the Fortune 500, Druva safeguards business data in an increasingly interconnected world. Visit druva.com and follow us on LinkedIn, X and Facebook.

The Role & The Team

Druva's Technical Support Team is the focal point for the 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 Will 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

• Act as a collaborative team member to resolve issues together
• Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
• Analysis of exceptions and logs to isolate root cause and help in product’s usability and improve end-user experience
• Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions to Knowledge base articles
• Approaching complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools
• Ensure all issues are resolved or escalated to the proper resources to resolve them in a timely fashion. Additionally, this individual will manage communications with customers at all levels to maintain positive relationships
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Follow troubleshooting methodology to diagnose, root cause, and resolve customer issues, also be able to recreate the issue in-house
• Continuously enhancing knowledge through training and e-learning courses
• Coordinate with Quality Assurance and Engineering teams to aid in identifying, reporting, and resolving product defects
• Comfortable working with remote support tools and case management systems like Salesforce, JIRA, Zoom &, etc.
• Meeting Service Level Agreements metric for all customer channels
  
  

What We Are Looking For

• Bachelor’s degree preferably in a technical field
• 8 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
• Solaris
• Unix
• Knowledge and understanding of cloud infrastructure - AWS, VMware Cloud, or any public cloud provider.
• Server Backup applications and troubleshooting knowledge of security
• Proficient with troubleshooting a wide variety of applications using standard tools (etc. Wireshark, tcpdump, procmon, perfmon)
• Fundamental knowledge of storage technologies ( SCSI, SAN, iSCSI, NAS, etc.).
• Hands-on experience in VMware, HyperV & Nutanix technologies
• VMware certified professional
• NUTANIX enterprise administrator
• Knowledge of backup and recovery concepts on
• Microsoft SQL
• Oracle
• Ability to troubleshoot issues involving communication between multiple SaaS and on-premise applications
• Experience building customer-facing documentation
• Experience with deployment and configuration is a plus
  

The pay range for this position is expected to be between $105,000 and $147,000/year; however, base pay offered may vary depending on multiple individualized, non-discriminatory factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other incentive compensation opportunities in the form of discretionary annual bonus or commissions, and equity. Additionally, full-time employees are eligible to participate in our comprehensive benefits program, including health and wellness benefits, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time.