About the role
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 customers 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 youll 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
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