Customer Support Engineer Tier 2 (Client)

About Commvault 

Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data. 

JOB DESCRIPTION:

The Tier 2 Customer Support Engineer (CSE) provides troubleshooting and issue resolution to ensure the success and satisfaction of our customers. This role works with the customer on issues when using the Commvault Data Platform. This involves working on issues remotely using remote assistance tools, phone/e-mail, and properly documenting all work performed. The T2 CSE will engage Engineering to guarantee resolution of any product issues. The T2 CSE is responsible for meeting or exceeding SLA targets. T2 CSEs are role models within Support and exemplify all the positive qualities expected of an outstanding engineer; proactively seeking the best outcome for customers, contributing to the broader knowledge pool by coaching engineers and disseminating technical information.

Position Responsibilities

• Analyze and resolve complex product and customer issues utilizing log files, crash dumps, and lab environments.
• Engage and assist customers to reach decisive & consistently satisfactory outcomes via phone, email, and remote session.
• Document all observations and work performed in a clear and detailed format, with timely status updates / follow-ups to customers and management as required.
• Reproduce /confirm customer issues or product defects, and submit to Development for immediate or future consideration (as appropriate).
• Perform root cause analysis on incidents, which clearly and succinctly articulate the primary / secondary causes, associated timelines and remediation
• Articulate and communicate technical concepts and issue solutions to customers
• Acting as a global Development escalation point for issues being internally escalated by Tier 1 support engineers.
• T2 CSE serves in a leadership capacity, mentoring T1 CSEs and provide technical and procedural guidance
• The Customer Support Engineer reports to a Customer Support Supervisor and Customer Support Manager. The CSE collaborates heavily with their peer team members and the Support Expertise Team.

Position RequirementsProduct Knowledge

• Understanding the products and services provided.
• Demonstrates understanding of Commvault products/services.
• Matches product/service to obvious needs of client.
• Differentiates between product/service features and benefits.
• Locates and uses expertise of others to improve product knowledge.
• Displays general knowledge of how products/services compare with those of competition.
• Storage Systems
• Speaking knowledge of existing storage techniques (SAN, NAS, Disk, SSD, Tape)
• Virtualization
• Basic working knowledge of one common Hypervisor e.g. VMware or Hyper-V.
• Be able to explain technological differences and benefits.
• Databases
• Speaking knowledge of Database techniques.
• Be able to explain technological background
• Operating Systems
• Proven working experience of MS Windows
• Disaster Recovery
• Basic working knowledge of Disaster Recovery objectives
• Server Technologies
• Working knowledge of Microsoft Windows, Microsoft SQL and Windows based enterprise Technologies.

 Continuous Learning

• Seeks learning opportunities
• Gathers information from varied sources to identify own strengths and weaknesses in current position.
• Identifies and plans learning targeted to specific developmental needs in current position.
• Monitors progress in meeting learning goals and updates learning plan as needed.

 Information Gathering and Processing

• Adapts information gathering strategy-analysis to situation
• Critically evaluates data sources for reliability.
• Knows when to seek expertise to discern and compare information or to clarify a problem.
• Maximizes the potential of available technology to identify relevant information.
• Quickly processes large volumes of information discerning relevant and irrelevant information.

 Writing Skills

• Communicating ideas and information in writing to ensure that information and messages are understood and have the desired impact.
• Writes documents providing information on/explaining specific issues (e.g., briefing notes).
• Combines information from multiple sources.
• Tailors the communication to the reader (e.g., level of detail, formal or informal style).
• Conveys critical nuances and qualifiers to facilitate complete understanding of the material.

Time Management/Priority Setting

• The process of exercising conscious control over the amount of time spent on specific activities, especially to increase efficiency or productivity
• Makes quality time for the most important priorities.
• Looks ahead, and doesn’t get stuck in the here and now while attending to a broad range of activities.
• Allots ample time for the important, and balances it with the urgent.
• Foresees roadblocks and senses what will help or hinder accomplishing a goal.
• Makes choices at the task management level based on an understanding of the importance and urgency of the different assignments and projects.

 Customer Service Focus

• Providing service excellence to internal and/or external clients.
• Looks for ways to add value beyond clients’ immediate requests.
• Explores and addresses the unidentified, underlying and long-term client needs.
• Enhances client service delivery systems and processes.
• Anticipates clients’ upcoming needs and concerns.

 Communication & Listening to Customers/Team

• Listening to others and communicating articulately, fostering open communication
• Applies information uncovered in research phase to craft powerful support messages to gain the appointment and development of detailed questions to fully understand needs. (Messaging/Clarifying Questions)
• Listens and reads non-verbal cues from diverse audience members to assess when and how to change planned communication approach to more effectively deliver message to achieve results.
• Communicates equally effectively with all organizational levels. Knowledge of key Commvault stakeholders and understands what communications they need to be effective.
• Constructively addresses conflict and appropriately demonstrates the ability to seek to discover common ground and reach mutual agreement to resolve conflict. (Negotiation)
• Clearly and succinctly address customer's concerns and illustrates ability to overcome by resolving pending issues.
• Ability to use a wide range of virtual channels appropriately to communicate with customers (e.g., video conference, virtual whiteboards WebEx, Sandbox

• 5+ years of technical support experience with a Bachelor’s Degree in Computer Science/related field or corresponding experience equaling 4 year degree preferred
• Advanced administration and troubleshooting skills in Windows server environments
• Strong experience with system network troubleshooting (i.e.TCP/IP, DNS, Firewalls, etc.)
• Dynamic and structured approach to troubleshooting, customer engagements and general productivity.
• Ability to pass on technical knowledge by creating structured learning material and explaining concepts through informal formats such as whiteboard sessions
• Knowledge or experience with SAN Storage
• Experience installing and configuring Microsoft SQL Server
• Working knowledge of using SQL queries
• Working knowledge of VMware\Hyper-V
• Strong experience troubleshooting performance based issues with OS and/or hardware
• Understanding backup theory and design preferred
• Previous experience with backup software such as NetBackup, NetWorker, Avamar, VEEAM, or TSM is a plus
• At least 1 year of experience as a Tier 1 CSE and demonstrating outstanding product and procedural expertise
• Completion of Tier 2 Probation program
• Excellent communication skills, ability to update management and sales / account teams with easy to understand status / progress / action plan

Thank you for your interest in Commvault. Total compensation for this role is market competitive, and within the below base salary range:

$85,000 - $212,800

We’re proud to offer competitive benefits that care for you and your family through our 401K plan, health benefits (including medical, dental, and vision available for families and domestic partners), and pet insurance for your furry family members. You can also find the details of our U.S. benefits by visiting benefits.commvault.com.

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.

Commvault’s goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.

For our Candidates to prioritize your security: 

Commvault has been made aware of email and/or text correspondence scams that falsely state that the senders are from the Commvault HR team and/or a member of our leadership team. The scammers even conduct false interviews via email or text and then request personal information (name, address, birthdate, social security number, etc.) when returning the signed offer letter. Please note that Commvault does not conduct interviews by email or text, and we will never ask you to submit a W4 via email or prior to your first day of employment. 

If you think you have been targeted in this recruiting scam, please reach out to us at wwrecruitingteam@commvault.com. You can also find more tips about job scams and how to avoid them on the FTC’s website.  

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