Description

Provide remote technical troubleshooting and analysis for complex software usage and configuration issues.

6+ years of experience in data protection, storage software, or client-server technologies required. 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.

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