Careers

Fast-growing. Fun-loving. Future-focused.

Technical Support Engineer-Tier 2 / 3 (Job Code:TSE2017)

Title:Technical Support Engineer -Tier 2 /Tier 3

Experience – 5 years to 10 years

 

Skills & Qualifications:

  1. As a Technical Support Engineer Tier2 / Tier3 , you will need to possess a proven track record of success in the following areas:
  2. Bachelors degree preferably in a technical field and 5 to 10 years relevant work experience or equivalent combined training & experience
  3. Experience should be within a technology support role. Preference to experience that is also within a highly dynamic, high growth organization
  4. Fluent in the following: Windows, Mac and Linux operating systems with good troubleshooting ability
  5. Good Windows, Mac & Linux troubleshooting ability.
  6. Knowledge of Backup & Storage concepts, Microsoft Technologies & Cloud computing will be added advantage
  7. Solid networking, hardware and software troubleshooting skills
  8. Proven track record of offering consistently superior levels of customer service
  9. A warm personality, work well with co-workers, and are kind and patient with customers
  10. The ability to think calmly and rationally during a crisis
  11. The ability to make decisions on your own, and consult with team leaders as needed
  12. Takes a self-directed leadership role in support and resolution of technical issue
  13. Be a good listener, to really understand a customer problem or question and help them solve it
  14. Excellent written and verbal communication skills

Roles & Responsibilities:

  1. Provide awesome service to customers, excelling in emapthy and case ownership
  2. Handle escalated customer issues and see problems through to resolution
  3. Facilitating customer communication, education and retention
  4. Managing a large number of disparate customer issues in parallel
  5. Collaborating with your team on issues and their solutions
  6. Reviewing manuals, release notes, and patch documentation for possible issue resolution
  7. Assist on Engineering/Product Management feature teams as customer representative
  8. Utilizing remote secure access technologies to diagnose and resolve customer issues
  9. Meeting Service Level Agreements metric for all customer channels
  10. Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  11. Recreating and verifying software defects in the field or under lab conditions reported by customers
  12. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  13. Work in shifts with coverage 24x7x365
  14. Ensure proper documentation and closure of all customer issues

Location – Pune, India

Please send your resume to jobs@druva.com. Please indicate the position you are interested in and your full name on the subject line (e.g. “Technical Support Engineer-TSE2017 – Your Name”).