English and Chinese
Mandatory Skill Set
- Networking (Expert Level): Strong understanding of networking concepts, including DNS, DHCP, and network troubleshooting.
- Storage (Intermediate Level): Knowledge of NFS, File System concepts, NAS, SAN, RAID, and related technologies.
- OS Knowledge
In addition to the above, the candidate must have at least one of the following skills:
- Proficiency in Linux with experience in Active Directory / Tomcat, or SAML.
- Database (Oracle/SQL Server/SAP HANA/ Mongo DB or any) administration knowledge on a Linux platform.
- Expertise in Windows OS with familiarity in Microsoft Exchange / M365/ SharePoint concepts.
- Windows OS proficiency combined with experience in virtualization (VMWare/ Hyper-V, etc) tools.
- Windows OS with storage expertise and hands-on troubleshooting for any cloud (Azure/AWS/ or on-premises (tape/disk storage) devices.
Role Summary
The System Engineer provides expert technical support to enterprise customers for backup, recovery, and data management suite. This position requires proficiency in troubleshooting, remote problem solving, and strong communication skills for resolving complex technical issues involving backup infrastructures and disaster recovery.
Key Responsibilities
- Troubleshoot and resolve customer issues for the full suite of backup and recovery products, both remotely and on-site.
- Diagnose and resolve software, hardware, networking, and application problems using remote desktop and support tools.
- Manage and monitor backup operations, disaster recovery plans, and storage utilization, ensuring efficiency and reliability.
- Document technical procedures, support case notes, and solutions for customer issues.
- Perform root cause analysis and escalate software bugs or product enhancements as needed.
- Contribute to labs, simulations, and product beta testing initiatives.
- Provide best-in-class support via phone, email, and online forums, maintaining high customer satisfaction.
- Coordinate with product development and engineering teams for advanced troubleshooting and resolution.
- Maintain up-to-date knowledge of changes in products, emerging backup technologies, and compliance requirements.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or equivalent relevant experience.
- Minimum 3 years experience in technical/customer support, preferably within enterprise data backup and recovery environments.
- Solid hands-on expertise with software; familiarity with alternative backup tools like Veritas, Veeam, NetBackup, or Avamar is a plus.
- Strong troubleshooting skills in Windows Server, Linux, VMware/Hyper-V, and networking fundamentals.
- Experience with implementation, configuration, and monitoring of enterprise backup solutions.
- Excellent written and verbal communication skills English and Chinese or English and Japanese
