Escalation Engineer
Role details
Job location
Tech stack
Job description
We offer a flexible, consumption-based model to grow with your business, making data protection cost-effective and scalable. Our purpose-built software provides industry-leading monitoring and reporting capabilities to provide actionable insights into your data protection strategy. Our global datacenters ensure data sovereignty, meeting your organisation's compliance requirements. A dedicated team is always available to recover your data and minimise disruption in the event of a disaster.
Job SummaryWe are looking for a bright, enthusiastic individual to join our technical support team (night shift 10pm-6am) as an L4/ Escalation engineer. Responsible for providing advanced technical skills across the majority of disciplines detailed below, including hardware, software, and network-related issues, this position is primarily home-based with the exception of your initial onboarding and training (daytime hybrid) and occasional travel to our other offices as per mutual agreement.
Key Responsibilities
Provide advanced technical support for backup and recovery systems, including hardware, software, and network-related issues
Collaborate with other support teams to resolve complex incidents and service requests
Troubleshoot and resolve issues related to backup and recovery software, network, and disk storage
Ensure that backup and recovery systems are operating within defined SLAs
Document incidents and service requests in the helpdesk system
Provide guidance and training to lower tier support team members and act as a senior escalation point
Assist in the deployment and configuration of new backup and recovery hardware and software
Communicate with customers on a technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs
Develop and maintain internal documentation
Liaise with suppliers and vendors in relation to customer related issues
Become a subject-matter expert for one or more of our products or services and be a key reference point for both support and other teams, A data protection company is seeking a Night Shift Escalation Engineer to provide advanced technical support for backup and recovery systems. This role involves troubleshooting complex incidents and collaborating with support teams. The ideal candidate should have over 5...
Requirements
Accountabilities and Performance MeasuresMinimum of 5 years of experience in a technical support role with a focus on backup and recovery systems. The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, and they will ideally have cross-section of the following job specific skills, attributes and experience:
Highly customer centric with a passion for providing excellent customer service
Experience of working within a busy customer environment, preferably in a technical and / or service provider area
Strong interpersonal and communication skills; tactful, diplomatic and sympathetic when dealing with customer problems and showing empathy with customer issues
Strong analytical skills
Proactive and forward-thinking approach with the ability to respond and decision make autonomously
Confident with the ability to interact with members of all support teams including team leaders, managers and directors
Experience in understanding and diagnosing technical problems at an enhanced level
An eye for detail, preventing any tickets from breaching SLAs and the tenacity to ensure others adhere to processes
A willingness to learn and not be afraid to get involved in unfamiliar areas of technology
Excellent time management / organisational skills; being able to work well in critical or high-pressure situations often single-handedly
Strong technical expertise in server, network and disk storage systems
Experience with enterprise backup and recovery systems such as Rubrik, Veritas NetBackup, Commvault or Veeam - a major advantage
Experience with virtualization technologies such as VMware, Nutanix or Hyper-V
Experience with Cloud Technologies
Knowledge of storage area networks (SANs) and network-attached storage (NAS)
Excellent communication skills and the ability to interact with end-users at all levels
Experience with ticketing systems and SLAs
Ability to work in a fast-paced environment and handle multiple tasks simultaneously
Desired Technical ExperienceWhilst we don't expect you to be an expert in all areas, this is the highest level of our technical support team and as such, you will need to demonstrate deep knowledge of at least some of the technology below, and possess an interest and willingness to expand your technical knowledge in other areas is required.
Data Management technologies (Rubrik, Veeam, Commvault, Nutanix etc)
Performance troubleshooting for compute, network or storage bottlenecks
A solid grasp of IP and subnetting
An understanding of ethernet, switching, cabling and patching
Windows Servers
Linux/Unix Servers
VSphere Servers
Hyper-V Servers
Nutanix Servers
SQL servers (any variety)
Switches
Firewalls
SAN, NAS or DAS Raid Arrays
Public Cloud infrastructure, e.g., Azure, AWS, GCP
