Job Description

Data Protection Engineer

The Opportunity

We have an outstanding opportunity for a Data Protection Engineer in our Commvault Managed Services team. This team will interact directly with customers and customer environments to provide day-to-day operational management of our customer’s Commvault solution. The ideal candidate will have experience within the areas of incident management, ticket handling, release/changes, performance monitoring, basic trouble shooting, run book management, infrastructure management and technical process consistency.

What you’ll do…

• Successfully interact with customers through phone and email as you solve their problems
• Troubleshoot and resolve complex customer issues
• Maintain case ownership and keep customers advised of progress on their issues by contacting them periodically with updates.
• Consistently meet/exceed customer account needs; find opportunities to enhance 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.
• Work remotely on enterprise level customers and dark sites
• Develop domain expertise of assigned Customers
• Exercise good judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional customer concern; Increase potential areas for improvement to standard operating procedures (SOPs) to team leadership.
• Keep current on new releases, updates and changes to Customer Run Book content.
• Continually pursue ongoing training and development opportunities to advance skills and, in turn, ability to effectively deliver to Customers.
• Maintain accuracy of all reports/audits and client documentation.
• Ensure journal entries to the CRM Database are accurate, concise and timely.
• Maintain an ongoing awareness of the Customer base and ensure delivery against contractual obligations.
• Architect Commvault software solutions to address customer needs. Suggest these solutions to the customer proactively in order to continuously expand and improve customer deployment of Commvault.
• Develop requirements and design for Commvault software modifications and enhancements. Actively work with developers to implement and test these enhancements.
• Contribute to the development of Commvault software standard methodologies, reporting, and monitoring tools.
• Develop domain expertise of assigned client/partners product lines, equipment APRs, SOPs, Bugs and applicable fixes.
• Work independently with a focused direction while making valuable contributions and giving to overall team performance.

Who you are…

• BS Computer Science, Electrical Engineering or other technical degree or equivalent experience.
• 5+ years of experience in Technical Support or System administration/operations, with preference for experience in Storage, Backup, or Infrastructure
• Excellent diagnostic and troubleshooting skills.
• Experience with modern Operating Systems, Networking Concepts, and Computer Security concepts
• Solid understanding of Commvault solutions required.
• Understanding backup theory and design. Backup and data management fundamentals
• Demonstrable ability to apply ticket data, product documentation and other resources to research and resolve client technical issues.
• Strong customer services/satisfaction ethic.
• Excellent telephone etiquette, including strong verbal communication and listening skills.
• Solid written communication skills.
• Solid attention to detail.
• Technical skill; 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 highly technical team environment
• Customer focused approach with strong customer service skills
• Very well organized and able to effectively prioritize work