Associate Technical Support Engineer
Druva
Pune, Maharashtra, IndiaPosted 1 month ago
Skill Required
SupportTechnical LeadTechnical Support EngineerBackup and RecoveryIAMMicrosoft DynamicsSalesforceWiresharkLinuxJiraAWS
Key highlights
- 3 to 6 years of relevant experience required.
- Bachelor’s degree in a technical field (or equivalent experience) required.
- Must be able to work flexible 24 × 7 × 365 shifts.
- Experience with Windows, Linux/Unix, and Solaris operating systems.
- Knowledge of AWS cloud infrastructure.
- Must meet Service Level Agreement metrics for all customer channels.
Role overview
The Technical Support Engineer is an integral part of Druva's Global Customer Support team, providing technical support for Druva products and ensuring customer success and satisfaction. The role collaborates closely with engineering, solutions delivery, sales, and product management to deliver superior service and support.
Responsibilities
- Provide technical support for Druva products.
- Work closely with the Druva support team, Engineering, Solutions Delivery, Sales, and Product Management to ensure overall superior service and support to customers.
- Be flexible to work in shift 24 × 7 × 365.
- Act as a collaborative team member to resolve issues together.
- Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
- Analyze exceptions and logs to isolate root cause, improve product usability, and enhance end‑user experience.
- Ensure that knowledge management and data capture processes are adhered to and help convert technical solutions to Knowledge Base articles.
- Approach complex technical issues with varying perceptions and create/implement productivity tools.
- Ensure all issues are resolved or escalated to the proper resources in a timely fashion and manage communications to customers at all levels to maintain positive relationships.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Follow troubleshooting methodology to diagnose, root cause, and resolve customer issues, and be able to recreate the issue in‑house.
- Continuously enhance knowledge through training and e‑learning courses.
- Coordinate with Quality Assurance and Engineering teams to aid in identifying, reporting, and resolving product defects.
- Use remote support tools and case management systems such as Salesforce, JIRA, Zoom, etc.
- Meet Service Level Agreement metrics for all customer channels.
Requirements
- Bachelor’s degree preferably in a technical field and 4+ years’ relevant work experience or equivalent combined training & experience.
- Excellent communication skills, both written and verbal, with prior experience communicating with Enterprise, Service Provider, or SMB customers.
- Good understanding of backup and recovery concepts, including types of backups and replication.
- Administrative experience in Operating Systems – Windows, Linux/Unix, Solaris.
- Knowledge and understanding of cloud infrastructure – AWS.
- Administration & maintenance knowledge of Microsoft 365, Entra ID, Dynamics 365, PowerApps, G Suite, Salesforce.
- Working knowledge of Active Directory and APIs.
- Proficient with troubleshooting a wide variety of applications using standard tools (e.g., Wireshark, tcpdump, procmon, perfmon, OpenSSL).
- Fundamental knowledge of storage technologies (tape device, SCSI, SAN, iSCSI, NAS, etc.) and networking concepts (routers, firewalls, proxies).
- Working knowledge of Identity and Access Management (LDAP, AD, ADFS, Okta, Ping, etc.).
- Ability to troubleshoot issues involving communication between multiple SaaS and on‑premise applications.
- Experience building customer‑facing documentation.
- 3 to 6 years of relevant experience.
Nice to have
- Experience with deployment tools (SCCM, JAMF, Quest Kace, Intune, etc.) and configuration.
Additional details
- Druva is the resilience foundation for the AI enterprise, helping organizations secure and recover from connected risk across data, cyber, identity, and AI.
- The Resilience Cloud is a fully managed, cloud‑native SaaS platform that delivers air‑gapped and immutable protection across cloud, SaaS, on‑premises, endpoint, and edge environments.
- Powered by Dru MetaGraph, the platform connects critical business context so customers can understand risk, respond faster, recover cleanly, and govern data with greater confidence.
- Trusted by nearly 7,500 customers, including 75 of the Fortune 500.
- Visit druva.com and follow us on LinkedIn, X and Facebook.
- Druva delivers data protection and management for the cloud era; the platform is built on AWS and offered as‑a‑Service, providing globally accessible, infinitely scalable, and completely autonomous enterprise data resiliency.
- Customers drive down costs by up to 50 percent by freeing themselves from unnecessary hardware, capacity planning, and software management.
- Druva has raised over $350 million in venture capital, is trusted by over 4,000 global organizations, and protects over 200 PB of data.
- The Technical Support Team is the focal point for resolution of customer technical issues, comprising a worldwide organization of highly skilled engineers who craft and make a positive impact on the customer experience.