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

• Take ownership and resolve less complex assigned cases; technical questions and inquiries from Veritas customers
• Resolve cases per productivity, performance and SLA standards and support goals
• Answer technical questions/problems; creating appropriate workarounds or solutions to these problems
• Research, document, and assess when it is necessary to engage with team members to enable timely case resolution
• Contribute to Knowledge Management (KM), via case documentation and suggest new/modify existing KM articles
• Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base

Knowledge

Experience across one or more of the following core technologies:

• Operating Systems, UNIX or Windows Servers. Relevant platforms include Linux, Solaris, AIX, HP-UX
• Basic knowledge of OS administration, Patch & Package Management & OS specific debugging tools
• Performance monitoring & troubleshooting tools
• Networking Fundamentals: TCP/IP, DNS, DHCP, NFS

Working knowledge in one or more of the following technologies:

• Cross platform server environments and Server Hardware
• Basic knowledge on virtualization technologies: VMWare, Zones/LDOMS, KVM, HACMP
• Some knowledge of replication and disaster recovery solutions
• Industry standard certifications: Windows Server, Networking, Solaris 10/11, Linux (RedHat/SuSE), IBM AIX, HP

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
• 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 problems of limited scope
• Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained
• Builds stable working relationships internally

Supervision

• Normally receives general instructions on routine work, detailed instructions on new assignments under general supervision
• Follows established directions
• Work is reviewed for accuracy and overall adequacy

Experience / Education / Qualifications

2+yrs of Sys Admin or related enterprise Technical Support

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!