Technical Support Engineer

About Arctera

Arctera keeps the world’s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera.

Arctera is behind the scenes making sure that many of the biggest organizations in the world – and many of the smallest too – can face down ransomware attacks, natural disasters, and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec.

Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information.

It’s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation – and the arrival of the age of AI – has set the course for a new explosion in data creation.

Joining the Arctera team, you’ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world’s critical infrastructure and to keep all our data safe.

Job Summary

Respond to customer inquiries (voice or other digital communications) for an assigned product(s) within a Technical Support Engineer environment. Provide technical support to Arctera 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 Arctera software and hardware, including cloud platforms.

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

• Provide technical support for Arctera products, on-premises and in cloud platforms.
• Answer technical questions from customers, partners, and field reps.
• Resolve cases per productivity, performance and SLA standards and support goals.
• Document and diagnose system issues resulting in production outages.
• Research, document, and collaborate on cases as required.
• Author or update technical documents in Arctera Knowledge Base.
• Address multiple issues simultaneously, with a case for each issue raised.
• Establish close interactions with team members.
• Determine when necessary to engage team members to enable timely case resolution.
• Participate in weekly meetings and forums with other technical support engineers.
• Participate in evaluation of new products and features.
  
  

Knowledge

Core Technologies: Experience across one or more of the following.

• Operating Systems: Windows Servers.
• System Administration: Server Hardware, Software, maintenance, and troubleshooting.
• Networking: TCP/IP, TLS, PKI, Firewalls, Routing, VLANs, Link Aggregation (802.3ad, balanced-alb), Authentication (LDAP, Active Directory), DNS, NFS, CIFS.
• Storage: LVM, RAID, DAS, SAN, NAS, Software-Defined Storage, SAS, Fibre Channel.
• Diagnostics: Log Analysis, Process Tracing, Debugging, Kernel Panic, Root Cause Analysis.
• Observability: Application Performance Management, reliability, availability, and serviceability.
• Infrastructure: Data Center Operations / Management.
• Arctera product offerings.
  
  

Additional knowledge: Working knowledge in one or more of the following.

• Enterprise Information Systems, Application Servers, and Hardware Infrastructure.
• Virtualization: VMware, Hyper-V, RHV, Nutanix, and Containers (Docker, Podman).
• Databases:
• Microsoft SQL Server / MySQL / PostgreSQL.
• Oracle Database.
• IBM DB2.
• Microsoft Exchange / Microsoft 365.
• Storage:
• DAS/NAS/SAN: Switches, Zoning, HBA, SFP, WWN, WWPN.
• Cloud: Object Storage (AWS, Azure, GCP) and on-premises disaster recovery solutions.
• Basic familiarity with SaaS, PaaS, IaaS, and APIs.
• Clustering and High Availability systems.
• Experience with scripting languages (i.e., Python, Perl, and PHP) is beneficial.
  

Skills & Competencies

Customer Service

• Positive attitude and customer centric mindset.
• Commitment to delivering customer value.
• Assist customers on live calls via remote assistance.
  
  

Collaboration

• Engagement with peers in an open and collaborative environment.
• Ability to work with multiple stakeholders: Sales, Engineering, Development.
• Demonstrate b sense of willingness to learn, share, and work together as team.
  
  

Communication Skills

• Effective customer relationship management.
• Capable of navigating customer expectations with empathy.
• Active and reflective listening, problem solving and troubleshooting techniques.
• Clear and concise technical documentation: Problem Statement, Case Notes, Knowledge Articles.
• Ability to simplify technical topics in common terms.
  
  

Time management

• Plan and prioritize activities effectively.
• Ability to pivot swiftly to meet customer needs.
• Apply flexibility and adapt to changing priorities in a dynamic working environment.
• Maximize engagement with team members to effectively drive case resolution.
  
  

Troubleshooting

• Apply decision making and problem-solving techniques.
• Use systems knowledge to formulate a clear problem statement.
• Ability to trace application faults at a process level in distributed system environments.
• Think quickly and react to situations with customer impact.
• Ability to break down complex problems into simple components
  
  

Preferred Certifications

• CompTIA: Network+, Server+.
• Cloud Certifications: Amazon, Microsoft, Google.
  
  

Job Complexity

• Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
• Exercises judgment within defined procedures and practices to determine appropriate action.
• Builds productive internal/external working relationships.
  
  

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

• Diploma holders / Graduates / Postgraduates in Engineering / Science.
• 3+ years’ of Sys Admin or related enterprise Technical Support Certification in one’s product area.
• 3+ years’ experience providing 2nd /3rd level support in an enterprise class product company, or
• 3+ years’ experience working in a LIVE production environment or datacenter with heterogeneous IT infrastructure.
• 2+ years’ experience of public and/or private cloud platform experience preferred.