Technical Specialist - Tier 1

As a Technical Specialist, Tier 1 at Commvault, 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. **Key Responsibilities:** - Delivering top-tier support for complex, show-stopper issues through phone, email, and remote assistance including working with enterprise customers. - Commitment to ensuring the success and fulfillment of our global customer base. - Managing a high volume of cases while ensuring a high rate of successful resolutions. - Possessing strong written and verbal communication abilities, with a focus on detailed case documentation. - 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. - Mentor and coach new engineers in the team. - Leveraging internal labs and simulators for testing and analysis. - Effective communication skills to clearly articulate issues and provide appropriate solutions or action plans to customers. - Contributing productively to weekend shifts, ensuring consistent support. - Actively participate and contribute in Commvault community. - Utilizing productivity tools like softphone systems and CRM ticketing platforms effectively. **Qualifications Required:** - Technical Support/Customer Service Experience - minimum 5-8 Years industry experience. - Knowledge of Commvault Product Portfolio or any other Data Protection Solution will be desirable. - Expert level knowledge in three or more areas like Storage, Networking, NDMP, Deduplication, Data Aging, and Hyperscale, with the ability to troubleshoot independently in these areas. - Strong experience with storage concepts such as SAN/NAS, and the ability to troubleshoot storage-related problems effectively. - Experience with Cloud Storage Technologies such as AWS, GCP & and Azure. - Ability to perform in-depth analysis of storage slowness issues across multiple storage types (tape, disk, cloud) while troubleshooting backup/restore performance-related issues. - Proficient knowledge of operating system platforms, such as Windows Server, and Linux/Unix OS, with the ability to troubleshoot issues confidently. - Intermediate to Advanced understanding of network principles and familiarity with network debugging tools like Wireshark, tcpdump, and others. - Ability to document the issue and should be able to escalate it to higher level independently. - Ability to learn new technologies and apply this knowledge to troubleshoot various system and application problems. - 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. - Capability to work on cross domain and cross functional problems. - Commvault professional certification is preferred. Commvault offers continuous professional development, product training, career pathing, annual health check-ups, tuition reimbursement, an inclusive company culture, an opportunity to join Community Guilds, personal accident cover, and term life cover. If you are ready to #makeyourmark at Commvault, apply now!,