Customer Support Engineer - Midline

Commvault is a worldwide leader in delivering backup and recovery for the progressive enterprise. Commvault enables you to protect, manage, and use your data, while managing it in a consistent, compliant way. Our automated solutions work on-prem and in the cloud, and work with the digital tools and procedures you’re already using. Keep your data accessible and actionable with a single solution that ensures your data is always available — no matter what.

Commvault is a worldwide leader in delivering backup and recovery for the progressive enterprise. Commvault enables you to protect, manage, and use your data, while managing it in a consistent, compliant way. Our automated solutions work on-prem and in the cloud, and work with the digital tools and procedures you’re already using. Keep your data accessible and actionable with a single solution that ensures your data is always available — no matter what.

The Customer Support Engineer (Midline) is the intermediate technical role within the Customer Support organization. Customer Support Associate (Midline) must have a solid technical foundation across areas such as Operating Systems (Windows or Unix/ Linux), Networking, Active Directory, Exchange, and Virtualization. They should have proven technical experience and sound troubleshooting methodology. They should have good communication skills and customer empathy.

Why Commvault?

You get the “Freedom to make an impact, together”. We thrive upon collaboration by designing our offices and cafes to spark conversation about work and fun. Although we hail from all walks of life and speak dozens of languages, we’re passionate about equality and integrity. We “go beyond” each day.
We are looking for a Customer Support Engineer with a genuine passion for all things tech to join our expert and super-friendly Midline team.

Position Responsibilities include:

• Provide assistance to customers with their technical issues & queries.
• Maintain personal assigned incident queues, keeping customers updated regularly.
• Keep incident backlog and aged calls within defined ranges
• Maintain Customer Satisfaction levels to within or above defined range.
• Act as the first point of contact for Customer incidents reported by telephone, email and chat ensuring all processes and agreed upon standards are followed.
• Successfully interact through phone, chat and email with customers as you solve their problems
• Troubleshoot and resolve customer issues.
• Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates.
• Consistently meet/exceed customer account needs; identify opportunities to enhance the delivery of company service and support goals.
• Dedication to the success and satisfaction of our customers
• Work independently and as a team to come up with the best solutions to a customer problem.
• Continually pursue on-going training and development opportunities to advance skill sets and, in turn, the ability to effectively deliver to Customers.
• Maintain an on-going awareness of the Customer base and ensure delivery against contractual obligations.

Position Requirements include:

• BS Computer Science, Electrical Engineering, or other technical degree or equivalent of a minimum 3+ years of industry-based experience using enterprise level platforms and applications.
• Excellent diagnostic and troubleshooting skills.
• Experience with contemporary Operating Systems, Networking Concepts, and Computer Security concepts.
• Working knowledge of Commvault solutions preferred.
• Understanding backup theory and design. Backup and data management fundamentals.
• Virtualization, Storage and Office 365 knowledge preferred.
• Basic understanding on Azure preferred.
• Proven ability to utilize ticket data, product documentation and other resources to research and resolve client technical issues.
• Strong customer services/satisfaction ethic.
• Excellent telephone and Chat etiquette, including strong verbal communication and listening skills.
• Solid written communication skills.
• Strong attention to detail.
• Technical acumen, ability to learn new technologies quickly and then leverage gained knowledge.
• Must be able to work productively and autonomously without significant assistance; must be able to multi-task and effectively prioritize within a high volume/time-sensitive environment.
• Enjoy working in a technical team environment.
• Customer focused approach with strong customer service skills.
• Very well organized and able to effectively prioritize work.

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.