Description

You will provide remote technical troubleshooting and analysis for complex software usage and configuration issues.

Responsibilities

• Analyze diagnostic information, including traces and dumps, to isolate root causes of technical problems.
• Identify known defects and apply appropriate fixes to resolve customer issues.
• Develop best practice articles and support utilities to increase team productivity.
• Respond to escalated customer calls, complaints, and technical queries.
• Maintain availability for 24x7 support operations, including weekend on-call and North America shift coverage.

Required Skills

• 6+ years of experience in data protection, storage software, or client-server technologies.
• 2-3 years of in-depth experience with Spectrum Protect or competing data protection products.
• Proficiency in troubleshooting across UNIX, Linux, AIX, and Windows platforms.
• Strong technical communication skills for remote debugging and customer interaction.
• Solid understanding of networking and troubleshooting protocols.
• Bachelor's degree.

Preferred Skills

• Experience with Storage Area Networks (SAN), Cloud, or storage virtualization.
• Knowledge of RedHat, OpenShift, or Ansible administration.
• Cloud Certification.

Key Skills

Education

Bachelor's degree