Technical Support Engineer

Role Summary

The Technical Support 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 3-5 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[2][1].
• Experience with implementation, configuration, and monitoring of enterprise backup solutions.
• Excellent written and verbal communication skills - English and Chinese or English and Japanese

Mandatory Skills

1. OS Linux or Windows - based on focus groups
2. Networking (Expert) - Strong NW Concepts, DNS, DHCP, NW Troubleshooting
3. Storage (intermediate) - NAS, SAN, RAID, NFS etc.

Desired Skills

• Suite (Backup, Restore, Disaster Recovery)
• VMware, Hyper-V administration
• Data backup and archive management
• Technical and incident documentation
• TCP/IP, DNS, and network troubleshooting
• Disaster recovery planning and testing
• Customer-first attitude and problem-solving mindset