Technical Specialist Associate- Customer Support

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 [email protected]

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.

Key Responsibilities:

• Provide top-tier support for complex issues via phone, email, and remote assistance, including working with enterprise customers.

• Ensure the success and satisfaction of the global customer base.

• Manage a high volume of cases, aiming for successful resolutions.

• Maintain detailed case documentation.

• Collaborate with team members to develop optimal solutions.

• Replicate technical problems internally for better understanding and resolution.

• Continuously learn and apply knowledge from internal resources.

• Identify cases that require escalation due to technical complexities or strategic considerations.

• Mentor and coach new engineers in the team.

• Utilize internal labs and simulators for testing and analysis.

• Clearly articulate issues and provide appropriate solutions or action plans to customers.

• Participate in weekend shifts to ensure consistent support.

• Effectively use productivity tools like softphone systems and CRM ticketing platforms.

• Engage in the Commvault community.

Qualifications:

• 0 - 3 years experience in technical support or customer service, troubleshooting, and resolving technical issues for external customers.

• Good understanding of network principles and familiarity with network debugging tools like Wireshark and tcp-dump.

• Enthusiasm for learning new technologies and applying this knowledge to troubleshoot various system and application problems.

• Ability to thrive in a dynamic setting, quickly adapting to changing priorities while maintaining composure and effectiveness under pressure.

• Solid foundation in relevant technologies with a commitment to staying informed about industry trends and emerging tools.

• Experience working in a software or SaaS environment.

• Excellent verbal and written communication skills in English.

• Willingness to work onsite in a 24/7 support model as per business requirements.

• Enjoy working in a target-driven environment, multitasking, and possibly handling more than one support issue simultaneously.

• Dedication to delivering exceptional customer service.

Technical Skills:

• Solid hands-on experience with Linux databases and Unix operating systems.

• Strong knowledge of Oracle, SAP HANA, Postgres, Sybase, DB2, MongoDB, MySQL, along with basics of networking, or similar solutions.

• Work experience on cloud platforms like Azure, AWS, GCP, Salesforce is an added advantage.

Preferred Qualifications:

• Experience in SaaS environments.

• Experience working in a cyber security/resilience business.

• Commvault professional advanced certification.

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 [email protected] For any inquiries not related to an accommodation please reach out to [email protected].

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