Veritas Technologies Looking for Princ. Tech Support Engineer – NBU at Pune, Maharashtra Full Time

Veritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability, protection, and insights. Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end – keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.

Veritas supports 500+ data sources, 150+ storage targets, 50+ clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.

Veritas Customer Success 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. Customer Success includes customer support and care, professional and business critical services, and renewal sales.

Job Summary

Respond to customer inquiries (voice or email) 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.

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

Work with Veritas customers, partners, and field reps by answering technical questions, and providing solutions for Veritas products

Resolve cases per productivity, performance and SLA standards and support goals

Research, document, and collaborate on cases as required

Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base

Address multiple issues simultaneously, with a case for each issue raised

Establish close interactions with team members and other applicable stakeholders

Assess when it is necessary to engage with team members to enable timely case resolution

Participate in the Technical Support Engineer Process Community Meetings and Innovation Teams, to help improve areas that can have a positive impact to Customer Success

Participate in Product Previews for New Product Releases

Participate in projects and support the Enablement Functions, in addition to lab engagement/management, and UAT testing for various initiatives

Work effectively in a collaborative operating environment, partner with technical support team members

Mentor and assist other technical support engineers (TSEs) in the knowledge of product and processes. Develop and conduct training for TSEs and/or partners

Participates in, or conduct internal and external hiring interviews

Diagnose technically complex and/or politically sensitive case issues, and engage senior team members to resolve

As a support champion, participate in internal projects partnering with internal teams, i.e. enablement/engineering etc. to drive continuous process and product improvement. Develop course content, and TOI material to be delivered to TSEs

Take advancements from team members, work in collaboration to help get to the case resolution

Be a subject matter expert on multiple areas of product

Interface with Engineering for assistance and collaboration

Participates and/or leads calls with customers and 3rd party teams/vendors. Assess when it is necessary to engage, or escalate to senior resources to resolve complex issues

Apply specialized knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments, on multiply platforms

Research on a wide array of technical subjects such as Operating Systems, Infrastructural Technologies and Veritas Software Products to continually learn to stay informed of new product features, related applications, hardware and technologies

Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution

Participates in online customer facing forums e.g. VOX and internal forums/DL’s

Participate, or lead global projects, including identifying and driving product improvements through the appropriate stakeholders

Build in-depth relationships with multiple internal organizations including Product Management, Engineering, QA, Training, Release readiness

Engage and participate in customer visits/POC’s

Identify skills gaps and TSE training needs

Knowledge

Advanced Veritas product knowledge (i.e. VERTIAS InfoScale, NBU, APTARE.etc.)

Windows, Directory Services, UNIX (AIX, Solaris, HPUX, Linux), NetWare

Networking, Networking protocols, (TCP/IP, SMTP, etc)

Ability to undertake performance troubleshooting and tuning on systems, databases & applications

IP Routing

Firewalls

Security

Hardware

SCSI

Storage Devices

SAN

Clustering

NetApp

Advanced Programming skills

Database’s (i.e. Oracle, SAP, SQL, etc.)

J2EE

Email – Exchange, Lotus Notes, etc.

GroupWise

Core dump analysis

Industry Certifications, e.g. MCSE, CNE, CSP, C++, SNIA

Infrastructural Technologies: Active Directory & Exchange (II)

PowerShell in scripting and Exchange, SQL and Storage fundamentals in the Infrastructure technologies (II)

Experience for Scripting and Program: Python, C++

Experience across all the following core technologies, including desired secondary knowledge:

Advanced knowledge of Operating Systems: Windows Servers, Windows Workstation, UNIX/Linux

Advanced knowledge of OS administration, Patch & Package Management & OS specific debugging tools

Advanced Knowledge on Kernel and User mode crash dump analysis.

Advanced Knowledge in Performance monitoring & troubleshooting tools

Advanced Knowledge Networking Fundamentals: TCP/IP, DNS, DHCP, NFS

Working knowledge in all the following technologies:
Cross platform server environments and Server Hardware

PowerShell in scripting and Exchange, SQL and Storage fundamentals in the Infrastructure technologies (II)

Operating Systems – Microsoft Windows 2012, 2016 and 2019

Expertise in:
Microsoft Exchange 2010, 2013, 2016 and 2019 – Messaging Admin

Outlook Client 2010, 2013, 2016 and 2019 and Outlook Web Access (OWA)

Advanced Relational Database principles and methodologies (SQL)

Enterprise Level Infrastructure Technology – Active Directory, DNS, DHCP

Expertise on Exchange Online, Domino, Sharepoint, MAC

Web Server – IIS /7/8

Virtualization technologies: VMWare, Zones/LDOMS, KVM, HACMP, Hyper-V

Disk arrays such as EMC Storage, Hitachi, IBM and other

Replication and disaster recovery solutions

High Availability Technologies and Clustering concepts

Experience in Basic Scripting (Perl & Bash)

Industry standard certifications: Windows Server, Networking, Solaris 10/11, Linux (RedHat/SuSE), IBM AIX, HP

Networking Protocols, Network Topologies and overall Network Landscape

Knowledge of Storage Systems: Block and File (SAN & NAS); Cloud Storage (Google, AWS, Azure), Hyper-converged

Databases (i.e. Oracle, SAP, SQL Server, db2, Informix, Mysql, etc.)

Windows Options: Exchange, Sharepoint, Lotus Notes

Tape Library/VTL: Tape, STK, DD and so on

Database/Big Data technologies: SAP/Hana, Hadoop, Hbase, MongoDB.

Skills & Competencies

Customer Service experience. Engagement with customers through live calls; queues; multitask with customers over phone and video

Working in an open and collaborative environment, proactive integration and connectivity with peers, demonstrate strong sense of teaming and continuous willingness to share, learn and collaborate

Effective verbal communication skills. Active and reflective listening, in-depth questioning skills to foster an immediate customer relationship/connection, ability to explain technical topics in simple terms

Effective written skills. Writing of Knowledge Management articles; case summary notes to ensure universal understanding for all relevant stakeholders. Meeting facilitation and effective brainstorming/whiteboarding

Time management. Prioritize and plan time effectively, with ability to pivot swiftly under pressure to meet deliverables

Situational adaptability. Apply flexibility and behavioral strategies to adapt to changing priorities in a dynamic working environment

Drive Results and Problem Solving. Maximize engagement with team members to ensure effective problem solving, resulting in timely case resolution

Trouble Shooting and Problem Solving. Think quickly and react to customer impacting situations. Effective case resolution, say do mind-set with a commitment to carry through to resolution

Accountability/Ownership. Proactive continuous learning, continued development plan to enhance skills and bridge gaps

Job Complexity

Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles

Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results

Creates formal networks involving coordination among groups

Supervision

Acts independently to determine methods and procedures on new assignments

Works under general direction toward predetermined long-range goals

Determines and pursues courses of action essential in obtaining desired outcomes

Provides guidance to team members

Experience / Education / Qualifications

Diploma holders / Graduates / Postgraduates in Engineering / Science

10+ years of industry and product experience

10+ years of Sys Admin or related enterprise Technical Support Certification in one’s product area

10+ years’ experience providing 2nd /3rd level support in an enterprise class product company, or

10+ years’ experience working in a LIVE production environment or datacenter with heterogeneous IT infrastructure

Current Certification in a minimum of one 3rd party product: VMware, RedHat, etc.

Preferred coding & scripting

Expert product de-bugging skills

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 #TeamVTAS!