Customer Support Engineer- Tier 1 (German, French)
Commvault · Cairo, Egypt · 6d ago
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What to know:
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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.
Commvault is a worldwide leader in delivering backup and recovery for the multifaceted enterprise. Commvault allows you to protect, handle, and use your data, while handling it in a consistent, compliant way. Our automated solutions work on-prem and in the cloud, and work with the digital tools and procedures you’re already using. Keep your data accessible and actionable with a single solution that ensures your data is always available — no matter what
Job Description Overview:
The Customer Support Associate works within a team of technical support professionals aimed at delivering technical solutions for Commvault’s customer base.
This customer base has a wide variety of technical ability, and this role has no ceiling, you will own an issue from initial pick-up all the way to working with the development team on identifying a possible solution.
This position is part of our Server group in our Customer Support Center. This is an excellent opportunity for innovative and collaborative technologists to join a distributed team that has led the industry in satisfaction seven years in a row. We are looking for an individual with a genuine passion for Althing's tech to join our expert and super-friendly Server team.
We offer innovative training, exciting colleagues, and the opportunity to grow with us. Our team is focused around but not limited to backups of Windows Server environments within the Commvault suite, this includes networking, troubleshooting, connectivity, name resolution and performance-based issues on an OS and or hardware. We are a source of expertise for not just our customer base but also our partners and consultants on site.
What you'll do:
- Troubleshoot and resolve critical support problems
- Fix customer issues using remote desktop software
- Optimally interact through phone and email with customers as you tackle their problems
- Dedication to the success and satisfaction of our customers
- Recreation of problems in house
- Root Cause Analysis and / or provision of examples of software bug
- Working independently and as a team to come up with the best solutions to a customer problem.
- Providing outstanding phone-based support for a variety of complex, time critical issues.
- Working remotely on enterprise level customers and dark sites
- Having the freedom to build labs and simulators
- Contributing to our Solutions Engine and online forums
- Bachelor's Degree or equivalent experience
- MCP/MCSA/MCSE in Microsoft.
- We value knowledge and curiosity, no matter whether you learnt it at university, through courses or by learning from others.
- At least 5+ years of technical/customer support experience
- Detailed knowledge of administration and trouble shooting in Microsoft Windows Server operating system (think troubleshooting or fixing via the event logs, acquiring crash and application dumps, analysing network packets, windows firewall, VSS).
- Exposure to Microsoft SQL, understanding of Microsoft clustering technologies and experience of SAN highly desirable.
- Active directory. Recovery knowledge of Microsoft operating systems and applications.
- Networking and troubleshooting connectivity, name resolution and performance-based issues with OS and/or hardware.
- Understanding backup theory and design. Backup and data management fundamentals
- Previous experience with Commvault technologies is highly desirable as is other backup software such as Veritas, Symantec, Backup Exec, Shadow Protect, NetBackup, Networker, Avamar, VEEAM, or TSM is a plus
- Previous experience in troubleshooting enterprise environments
- Strong customer relations skills.
- Strong multi-tasking and prioritization skills.
- Strong written and verbal communication skills.
- Excellent team player.
- Fluency in English is a must, fluency in German or French is a Must
You’ll love working here because:
- Continuous professional development, product training, and career pathing
- Annual health check-ups, Car lease Program, and Tuition Reimbursement
- Personal accident cover and Term life cover
Ready to #makeyourmark at Commvault? Apply now!
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 accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.