Technical Specialist - Tier 2 (Messaging)

Technical Specialist -Tier 2 (Messaging)

The Opportunity:

We are seeking a highly motivated Technical Specialist – Tier 2 (Messaging) to join our Customer Support organization. This individual will be a key player in the people, processes, and technologies involved in delivering world-class support for our Enterprise customers. This role is critical in deep analysis, root cause identification, and resolution of complex incidents related to Messaging backup and recovery workflows. The ideal candidate will have strong expertise in Exchange and O365 architectures, an analytical mindset, and a passion for solving intricate technical challenges. You will work with cross-functional teams, Tier 1 engineers, and Product Engineering to drive defect resolution and enhance customer satisfaction.

What you'll do…

• Provide advanced troubleshooting and support for Messaging-related backup and recovery workflows (Exchange, O365, SharePoint, OneDrive, Lotus Notes/Domino).
• Perform deep analysis of customer issues, log analysis, and issue reproduction to identify root causes.
• Collaborate with Product Engineering and Subject Matter Experts (SMEs) to validate findings and ensure timely resolution of complex incidents.
• Work closely with Tier 1 teams to drive improvements, share knowledge, and maintain high customer satisfaction.
• Analyze and troubleshoot specific messaging protocols (SMTP, MAPI, EWS) within the backup environment.
• Manage escalations effectively, ensuring transparency and visibility through metrics and communication with management.
• Utilize PowerShell scripting to automate analysis or reproduction tasks where applicable.
• Continuous learning of the messaging landscape (Exchange DAG, retention policies, compliance workflows) to better support the enterprise.

Who you are?

• Experienced technical support professional (Tier 2 level) with a strong focus on Messaging technologies.
• Deep expertise in Exchange, O365, SharePoint, OneDrive, and Lotus Notes/Domino.
• Solid understanding of messaging protocols including SMTP, MAPI, and EWS.
• Proven experience troubleshooting backup and restore workflows for messaging applications.
• Strong fundamentals in Windows OS, Active Directory, DNS, and authentication mechanisms.
• Excellent log analysis and issue reproduction skills.
• Familiarity with PowerShell scripting is highly preferred.
• Effective communication skills to convey technical findings to both engineering teams and customers.
• Ability to handle high-pressure escalations with a problem-solving attitude.

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!

#LI-RK1