Tech Support Analyst

About VERITAS

Veritas Technologies solves what no one else can. As the leader in secure multi-cloud data management, over 80,000 customers – including 91% of the Fortune 100 – rely on Veritas to help ensure the protection, recoverability, and compliance of their data.

Veritas has a reputation for reliability at scale, which delivers the resilience its customers need against the disruptions threatened by cyberattacks, like ransomware. No other vendor is able to match Veritas’ ability to execute, with support for 800+ data sources, 100+ operating systems, 1,400+ storage targets and 60+ clouds through a single, unified approach. Powered by Cloud Scale Technology, Veritas is delivering today on its strategy for Autonomous Data Management that reduces operational overhead while delivering greater value. Learn more at Veritas.com.

Veritas’ Customer Success Organization is responsible for ensuring that Veritas’ customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. The team includes Customer Success Management, Business Critical Services, Global Customer Support, Global Technical Enablement, and Licensing Services.

Job Summary

Respond to customer inquiries (voice or other digital communications) for an assigned product(s) within a Technical Support Engineer environment. Provide technical support to Veritas customers, partners, and field support staff with varying levels of support maintenance entitlements i.e., entry level, through to premier level entitlements, with focus on diagnosing, troubleshooting, and debugging Veritas software and hardware, including cloud infrastructures.

Position provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers.

Position requires a motivated, self-starter and self-learner with a customer-first attitude.

Primary Accountabilities

• Take ownership and resolve less complex assigned cases, technical questions, and inquiries from Veritas customers, including cloud infrastructures.
• Resolve cases per productivity, performance and SLA standards and support goals.
• Answer technical questions/problems; creating appropriate workarounds or solutions to these problems.
• Research, document, and assess when it is necessary to engage with team members to enable timely case resolution.
• Contribute to Knowledge Management (KM), via case documentation and suggest new/modify existing KM articles.

Knowledge

Core Technologies: Knowledge of one or more of the following

• Operating Systems: Linux (Red Hat), Microsoft Windows.
• System Administration: Server Hardware, Software, maintenance, and troubleshooting.
• Veritas product offerings.

Additional Knowledge: Basic knowledge in one or more of the following.

• Enterprise Information Systems, Application Servers, and Hardware Infrastructure.
• Databases:
  • Microsoft SQL Server / MySQL / PostgreSQL.
  • Oracle Database.
  • IBM DB2.
  • Microsoft Exchange / Microsoft 365.
• Experience in with Shell, Perl, and Python is beneficial.

Skills & Competencies

Customer Service

• Positive attitude and customer centric mindset.
• Commitment to delivering customer value.
• Assist customers on live calls via remote assistance.

Collaboration

• Engagement with peers in an open and collaborative environment.
• Ability to work with multiple stakeholders: Sales, Engineering, Development.
• Demonstrate b sense of willingness to learn, share, and work together as team.

Communication skills

• Effective customer relationship management.
• Capable of navigating customer expectations with empathy.
• Active and reflective listening, problem solving and troubleshooting techniques.
• Clear and concise technical documentation: Problem Statement, Case Notes, Knowledge Articles.
• Ability to simplify technical topics in common terms.

Time management

• Plan and prioritize activities effectively.
• Ability to pivot swiftly to meet customer needs.
• Apply flexibility and adapt to changing priorities in a dynamic working environment.
• Maximize engagement with team members to effectively drive case resolution.

Troubleshooting

• Apply decision making and problem-solving techniques.
• Use systems knowledge to formulate a clear problem statement.
• Ability to trace application faults at a process level in distributed system environments.
• Think quickly and react to situations with customer impact.
• Ability to break down complex problems into simple components.

Preferred Certifications

• CompTIA: Linux+, Network+, Server+.
• Red Hat: RHCSA, RHCE.
• Cisco: CCNA, CCNP.
• Cloud Certifications: Amazon, Microsoft, Google.

Job Complexity

• Works on problems of limited scope.
• Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Builds stable working relationships internally.

Supervision

• Normally receives general instructions on routine work, detailed instructions on new assignments under general supervision.
• Follows established directions.
• Work is reviewed for accuracy and overall adequacy.

Experience / Education / Qualifications

1+yrs of Sys Admin or related enterprise Technical Support experience preferred.

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. If you only meet some of the asks for this role, that's OK! We value a diverse range of backgrounds and ideas and believe a more diverse and inclusive workforce makes a winning team. If you have the curiosity to learn and appetite to teach what you know, we encourage you to apply. Come as you are! Interested? Apply and find out more about #TeamVeritas!