Job Description

Roles & Responsibilities

The Customer Support Technical Specialist - Associate is the technical role within the Customer Support organization. This role entails taking calls from the assigned technology queue and assisting customers with their technical queries and issues.

What you'll do..

• Provide remote 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.

Customer Support Associates must have a solid technical foundation across areas such as Operating Systems (Wintel or Unix/ Linux), & Networking. They should have proven technical experience and sound troubleshooting methodology. They should possess good communication skills and customer empathy.

Engineers address issues end to end - be it Deployment, Configuration, Backups, Archiving, Restores, Replication, Performance benchmarking etc across a broad spectrum of innovative technologies listed below -

• On prem hypervisors - VMware, MSFT Hyper-V
• Containerization - Kubernetes
• Cloud hypervisors - AWS, Azure, GCP, Nutanix AHV, OpenStack, OCI, OpenShift, RHEV
• FS - Windows File Systems

Also, as a bonus engineers will have the opportunity to learn and work on challenging technologies like IntelliSnap using storage arrays from vendors like NetApp, Nutanix, Dell EMC, HDS, HPE etc

Desired Candidate Profile

This role requires a minimum 2 yrs. Of industry-based experience, using enterprise level platforms and applications. Proficiency in English is a Must, Second Language is a must (Spanish, Portuguese, French)