Job Description

About VERITAS

Veritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability, protection, and insights. Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end - keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.

Veritas supports 500+ data sources, 150+ storage targets, 50+ clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.

Veritas Customer Success is responsible for ensuring that Veritas' customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. Customer Success includes customer support and care, professional and business critical services, and renewal sales.

Job Summary

Respond to customer inquiries (voice or email) for an assigned product(s) within a Technical Support Engineer environment. Provide technical support to Veritas customers, partners, and field support staff with varying levels of support maintenance entitlements i.e. entry level, through to premier level entitlements, with focus on diagnosing, troubleshooting, and debugging Veritas software and hardware.

Position provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers.

Position requires a motivated, self-starter and self-learner with a customer-first attitude.

Primary Accountabilities

• Work with Veritas customers, partners, and field reps by answering technical questions, and providing solutions for Veritas products
• Resolve cases per productivity, performance and SLA standards and support goals
• Research, document, and collaborate on cases as required
• Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base
• Address multiple issues simultaneously, with a case for each issue raised
• Establish close interactions with team members and other applicable stakeholders
• Assess when it is necessary to engage with team members to enable timely case resolution
• Participate in the Technical Support Engineer Process Community Meetings and Innovation Teams, to help improve areas that can have a positive impact to Customer Success
• Participate in Product Previews for New Product Releases
• Participate in projects and support the Enablement Functions, in addition to lab engagement/management, and UAT testing for various initiatives
• Work effectively in a collaborative operating environment, partner with technical support team members
• Mentor and assist other technical support engineers (TSEs) in the knowledge of product and processes. Develop and conduct training for TSEs and/or partners
• Participates in, or conduct internal and external hiring interviews
• Diagnose technically complex and/or politically sensitive case issues, and engage senior team members to resolve
• As a support champion, participate in internal projects partnering with internal teams, i.e. enablement/engineering etc. to drive continuous process and product improvement. Develop course content, and TOI material to be delivered to TSEs
• Take advancements from team members, work in collaboration to help get to the case resolution
• Be a subject matter expert on multiple areas of product
• Interface with Engineering for assistance and collaboration
• Participates and/or leads calls with customers and 3rd party teams/vendors. Assess when it is necessary to engage, or escalate to senior resources to resolve complex issues
• Apply specialized knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments, on multiply platforms
• Research on a wide array of technical subjects such as Operating Systems, Infrastructural Technologies and Veritas Software Products to continually learn to stay informed of new product features, related applications, hardware and technologies
• Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution
• Participates in online customer facing forums e.g. VOX and internal forums/DL's
• Participate, or lead global projects, including identifying and driving product improvements through the appropriate stakeholders
• Build in-depth relationships with multiple internal organizations including Product Management, Engineering, QA, Training, Release readiness
• Engage and participate in customer visits/POC's
• Identify skills gaps and TSE training needs

Knowledge

• Advanced Veritas product knowledge (i.e. VERTIAS InfoScale, NBU, APTARE.etc.)
• Windows, Directory Services, UNIX (AIX, Solaris, HPUX, Linux), NetWare
• Networking, Networking protocols, (TCP/IP, SMTP, etc)
• Ability to undertake performance troubleshooting and tuning on systems, databases & applications

• IP Routing
• Firewalls
• Security
• Hardware
• SCSI
• Storage Devices
• SAN
• Clustering
• NetApp
• Advanced Programming skills
• Database's (i.e. Oracle, SAP, SQL, etc.)
• J2EE
• Email - Exchange, Lotus Notes, etc.
• GroupWise
• Core dump analysis
• Industry Certifications, e.g. MCSE, CNE, CSP, C++, SNIA
• Infrastructural Technologies: Active Directory & Exchange (II)
• PowerShell in scripting and Exchange, SQL and Storage fundamentals in the Infrastructure technologies (II)
• Experience for Scripting and Program: Python, C++

Experience across all the following core technologies, including desired secondary knowledge:

• Advanced knowledge of Operating Systems: Windows Servers, Windows Workstation, UNIX/Linux
• Advanced knowledge of OS administration, Patch & Package Management & OS specific debugging tools
• Advanced Knowledge on Kernel and User mode crash dump analysis.
• Advanced Knowledge in Performance monitoring & troubleshooting tools
• Advanced Knowledge Networking Fundamentals: TCP/IP, DNS, DHCP, NFS

Working knowledge in all the following technologies:

• Cross platform server environments and Server Hardware
• PowerShell in scripting and Exchange, SQL and Storage fundamentals in the Infrastructure technologies (II)
• Operating Systems - Microsoft Windows 2012, 2016 and 2019
• Expertise in:

• Microsoft Exchange 2010, 2013, 2016 and 2019 - Messaging Admin
• Outlook Client 2010, 2013, 2016 and 2019 and Outlook Web Access (OWA)
• Advanced Relational Database principles and methodologies (SQL)
• Enterprise Level Infrastructure Technology - Active Directory, DNS, DHCP
• Expertise on Exchange Online, Domino, Sharepoint, MAC
• Web Server - IIS /7/8
• Virtualization technologies: VMWare, Zones/LDOMS, KVM, HACMP, Hyper-V
• Disk arrays such as EMC Storage, Hitachi, IBM and other
• Replication and disaster recovery solutions
• High Availability Technologies and Clustering concepts
• Experience in Basic Scripting (Perl & Bash)
• Industry standard certifications: Windows Server, Networking, Solaris 10/11, Linux (RedHat/SuSE), IBM AIX, HP
• Networking Protocols, Network Topologies and overall Network Landscape
• Knowledge of Storage Systems: Block and File (SAN & NAS); Cloud Storage (Google, AWS, Azure), Hyper-converged
• Databases (i.e. Oracle, SAP, SQL Server, db2, Informix, Mysql, etc.)
• Windows Options: Exchange, Sharepoint, Lotus Notes
• Tape Library/VTL: Tape, STK, DD and so on
• Database/Big Data technologies: SAP/Hana, Hadoop, Hbase, MongoDB.

Skills & Competencies

• Customer Service experience. Engagement with customers through live calls; queues; multitask with customers over phone and video
• Working in an open and collaborative environment, proactive integration and connectivity with peers, demonstrate strong sense of teaming and continuous willingness to share, learn and collaborate
• Effective verbal communication skills. Active and reflective listening, in-depth questioning skills to foster an immediate customer relationship/connection, ability to explain technical topics in simple terms
• Effective written skills. Writing of Knowledge Management articles; case summary notes to ensure universal understanding for all relevant stakeholders. Meeting facilitation and effective brainstorming/whiteboarding
• Time management. Prioritize and plan time effectively, with ability to pivot swiftly under pressure to meet deliverables
• Situational adaptability. Apply flexibility and behavioral strategies to adapt to changing priorities in a dynamic working environment
• Drive Results and Problem Solving. Maximize engagement with team members to ensure effective problem solving, resulting in timely case resolution
• Trouble Shooting and Problem Solving. Think quickly and react to customer impacting situations. Effective case resolution, say do mind-set with a commitment to carry through to resolution
• Accountability/Ownership. Proactive continuous learning, continued development plan to enhance skills and bridge gaps

Job Complexity

• Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles
• Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results
• Creates formal networks involving coordination among groups

Supervision

• Acts independently to determine methods and procedures on new assignments
• Works under general direction toward predetermined long-range goals
• Determines and pursues courses of action essential in obtaining desired outcomes
• Provides guidance to team members

Experience / Education / Qualifications

• Diploma holders / Graduates / Postgraduates in Engineering / Science
• 10+ years of industry and product experience
• 10+ years of Sys Admin or related enterprise Technical Support Certification in one's product area
• 10+ years' experience providing 2nd /3rd level support in an enterprise class product company, or
• 10+ years' experience working in a LIVE production environment or datacenter with heterogeneous IT infrastructure
• Current Certification in a minimum of one 3rd party product: VMware, RedHat, etc.
• Preferred coding & scripting
• Expert product de-bugging skills

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. If you only meet some of the asks for this role, that's OK! We value a diverse range of backgrounds and ideas and believe a more diverse and inclusive workforce makes a winning team. If you have the curiosity to learn and appetite to teach what you know, we encourage you to apply. Come as you are! Interested? Apply and find out more about #TeamVTAS!