Jobs available in Technical Customer Support Technical Lead, Customer Support Date of publication: 20 October 2024
North Sydney / Australia
Veeam, the #1 global market leader in data protection and ransomware recovery, is on a mission to empower every organization to not just bounce back from a data outage or loss but bounce forward.
With Veeam, organizations achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud.
The Veeam Data Platform delivers a single solution for cloud, virtual, physical, SaaS, and Kubernetes environments that gives IT and security leaders peace of mind that their apps and data are protected and always available.
Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 450,000 customers worldwide, including 74% of the Global 2000, who trust Veeam to keep their businesses running.
Responsibilities:
Assist and review escalation processes for cases requiring senior-level support.
Provide technical assistance to engineers, specializing in troubleshooting network problems and emergencies.
Conduct log and behavior analysis, research, evaluate, and monitor network infrastructure to ensure optimal performance.
Schedule and oversee remote sessions, install, configure, test, maintain, and manage networks, software, databases, servers, and workstations.
Support research and lab testing, providing network programming expertise to meet specific business requirements.
Promote team education by facilitating knowledge development in product and third-party technologies.
Oversee and guide engineers in preparing articles/standups, maintaining procedures, and documenting network inventory, diagnoses, and solutions.
Collaborate with QA, R&D, and other teams to identify product bugs and recommend improvements for network operations and troubleshooting.
Handle high-priority and complex scenarios, providing expert support and troubleshooting for critical network issues.
Provide technical support to international customers, resolving incidents through remote sessions.
Communicate with customer technical representatives via phone and email in English to ensure effective resolution and customer satisfaction.
Document customer interactions and workflows in Salesforce, maintaining detailed records of network issues, enhancements, and maintenance procedures.
Requirements:
Strong knowledge and troubleshooting experience in Networking, Hardware, Storage, Windows Servers, Linux, and Virtualization.
Advanced knowledge in Backup & Replication troubleshooting.
Familiarity with related products (Agents, VBO365, plugins).
Strong expertise in Hyper-V and VMware infrastructure and troubleshooting.
Advanced log analysis skills.
Tier 2 technical experience/sufficient level of expertise.
Similar requirements to Tier 2 Engineer position.
High responsibility, time management, and proactive thinking.
Strong coaching/mentoring ability and tendency.
Good knowledge of business, case handling, and escalation processes, and of interaction between support/QA/R&D departments.
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