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Why You're a Fit
Job Description
Recruitment Fraud Alert
We’ve learned that scammers are impersonating Commvault team members—including HR and leadership—via email or text. These bad actors may conduct fake interviews and ask for personal information, such as your social security number.
What to know:
- Commvault does not conduct interviews by email or text.
- We will never ask you to submit sensitive documents (including banking information, SSN, etc) before your first day.
If you suspect a recruiting scam, please contact us at wwrecruitingteam@commvault.com
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.
Technical Specialist, Tier 1 Advanced
The Opportunity:
As a Technical Specialist, Tier 1 Advanced, your mission is to deliver exceptional support for a broad range of customer issues through multiple channels including phone, email, and remote sessions. You will take charge of cases, driving toward successful outcomes with a focus on customer satisfaction. Your exceptional communication will be crucial for documenting case details, and you will balance working independently with teamwork to devise and implement effective solutions.
This role also requires a constant engagement with learning, applying fresh insights from internal resources to stay ahead of technical challenges. With a keen eye for when escalation is necessary. You will have access to advanced productivity tools to maintain the high service quality that defines our team's success and fosters an outstanding customer experience.
What you’ll do…
- Delivering top-tier support for complex, show-stopper issues through phone, email, and remote assistance.
- Commitment to ensuring the success and fulfilment of our global customer base.
- Managing Premium/Enterprise Level support cases and actively work towards their resolution while maintaining high levels of CSAT
- Possessing strong written and verbal communication abilities, with a focus on detailed case documentation.
- Take ownership and assume responsibility for resolutions and customer outcomes, including potential escalation to Engineering/Development teams when necessary.
- Depending on Business Need a Tier1 Advanced may oversee Technical Escalations from Tier1
- Demonstrating the ability to work both independently and collaboratively, crafting optimal solutions to customer issues and ensuring quality outcomes.
- Replicating technical problems internally for better understanding and resolution.
- Continuously acquiring and applying knowledge from internal community resources.
- Recognizing when cases need to be escalated due to technical complexities or strategic considerations.
- Leveraging internal labs and simulators for testing and analysis.
- Contribute to creating KB/solution articles, cheat sheets, RCA documents.
- Mentor and provide advanced training to Tier 1 engineers in the team
- Effective communication skills to clearly articulate issues and provide appropriate solutions or action plans to customers.
- Contributing productively to weekend shifts, ensuring consistent support.
- Contribution to Customer Support Community
- Utilizing productivity tools like softphone systems and CRM ticketing platforms effectively.
Who you are?
- Technical Support/Customer Service Experience – minimum 7-10 Years industry experience
- A minimum of 2 years of Commvault product support experience or any other Data Protection Solution is desirable
- Advanced level knowledge of operating system platforms Linux/Unix OS, with the ability to troubleshoot issues confidently.
- Hands on experience working in one or more of these technological areas - HANA, DB2, PostgreSQL
- Advanced understanding of network principles and familiarity with network debugging tools like Wireshark, tcpdump, and others.
- Ability to learn new technologies and apply this knowledge to troubleshoot various system and application problems.
- Ability to troubleshoot connectivity, name resolution, and performance-based issues with operating systems and/or hardware.
- Ability to thrive in a dynamic setting, quickly adapting to changing priorities & maintaining composure & effectiveness under pressure.
- A solid foundation in relevant technologies with a commitment to staying informed about industry trends & emerging tools.
- Commvault Engineer certification is desired
- Certification in other above-mentioned technologies is desired
You’ll love working here because...
- Continuous professional development, product training, and career pathing
- Annual health check-ups, Tuition Reimbursement
- An inclusive company culture, an opportunity to join our Community Guilds
- Personal accident cover and Term life cover
Ready to #makeyourmark at Commvault? Apply now!
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.