Technical Specialist - Tier 2 (Media Management)

About Commvault

Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data.

JOB DESCRIPTION:

Technical Specialist - Tier 2 (Media Management)

The Opportunity:

As a Technical Specialist - Tier 2, your mission is to deliver unparalleled support across a wide spectrum of customer issues through various channels, such as phone, email, and remote sessions. You will lead the resolution of complex, strategic, and high-profile cases, ensuring customer satisfaction remains paramount. In this role, you'll not only share best practices and absorb new technologies but also liaise with Engineering to address intricate internal escalations and refine both user experience and product quality.

Your responsibility extends to acting as the main point of escalation for technical challenges, mentoring lower-tier support engineers, and owning a technology domain where your expertise is unmatched. You will drive knowledge-sharing initiatives, foster community involvement,

This role also requires a constant engagement with learning, applying fresh insights from internal resources to stay ahead of technical challenges. With a keen eye for when escalation is necessary. You will have access to advanced productivity tools to maintain the high service quality that defines our team's success and fosters an outstanding customer experience.

What You’ll Do…

• Delivering top-tier support for complex, urgent issues through phone, email, and remote assistance.
• Take ownership of Technical Escalations from Tier 1 engineers, assume responsibility for resolutions and customer outcomes, including potential escalation to Engineering/Development teams when necessary.
• Collaborate with Engineering leadership on complex issues to enhance product and user experience.
• Collaborate with Regional and International Sales/Field/Partner or any other Customer Facing organization in driving resolutions and addressing Critical Situations
• Contribute to creating KB Solution Articles, cheat sheets, RCA documents and Community content.
• Actively participate in beta/early release testing of the product/features and provide feedback to products/engineering teams.
• Review and provide feedback to the SRT team on training content improvement opportunities.
• Resolve high-profile, strategic customer cases, coordinating with the product and engineering teams as necessary.
• Mentor and provide advanced training to lower-tier technical support engineers.
• Commitment to ensuring the success and fulfilment of our global customer base.
• Possessing strong written and verbal communication abilities, with a focus on detailed case documentation.
• Demonstrating the ability to work both independently and collaboratively, crafting optimal solutions to customer issues and ensuring quality outcomes.
• Replicating technical problems internally for better understanding and resolution.
• Continuously acquiring and applying knowledge from internal community resources.
• Recognizing when cases need to be escalated due to technical complexities or strategic considerations.
• Leveraging internal labs and simulators for testing and analysis.
• Contributing productively to weekend shifts, ensuring consistent support.
• Utilizing productivity tools like softphone systems and CRM ticketing platforms effectively
  
  

Who you are?

• Technical Support/Customer Service Experience – minimum 8-12 Years industry experience
• A minimum of 3 years of Commvault product support experience or any other Data Protection Solution is desirable.
• Expert knowledge on one or more of operating system platforms, such as on-premises hypervisors (VMware or Hyper-V) Windows Server, and Linux/Unix OS, with the ability to troubleshoot issues confidently.
• Expert knowledge of storage concepts such as SAN/NAS, and the capacity to troubleshoot storage-related problems effectively including hands-on experience with Appliances like NetApp, Dell, Veritas
• Expert understanding of Windows/Linux File System and features like Archiving and Bare Metal recovery
• Expert understanding of three or more of the cloud hypervisors like Azure, AWS / containers like K8s along with the awareness of their interaction with Commvault as a product.
• Expert level experience with Active Directory, and possibly Microsoft Exchange, SQL Server, SharePoint, and Lotus Domino Services.
• Expert level understanding in at least 2 or more of the DB technologies like Oracle, HANA, DB2, MySQL etc.
• Proactively learns new technologies and can apply this knowledge to troubleshoot various system and application problems.
• Expert level troubleshooting skills in network connectivity, name resolution, and performance-based issues with operating systems and/or hardware Expert
• Ability to learn new technologies and apply this knowledge to troubleshoot various system and application problems.
• Effective communication skills to clearly articulate issues and provide appropriate solutions or action plans to customers.
• Ability to troubleshoot connectivity, name resolution, and performance-based issues with operating systems and/or hardware.
• Ability to thrive in a dynamic setting, quickly adapting to changing priorities & maintaining composure & effectiveness under pressure.
• Ability to handle sensitive and/or critical situations with Customers often involving negotiation skills.
• A solid foundation in relevant technologies with a commitment to staying informed about industry trends & emerging tools.
• Commvault Expert certification desired
• Certification in other above listed technologies is desired.
  
  

You’ll love working here because...

• Employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• Annual health check-ups, Car lease Program, and Tuition Reimbursement
• An inclusive company culture, an opportunity to join our Community Guilds
• Personal accident cover and Term life cover
  
  

Ready to #makeyourmark at Commvault? Apply now!

Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work.

Commvault’s goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.