Data Protection - Technical Support Engineer

Job ID
Support Services
Position Type
Regular Full-Time


Data Protection – Technical Support Engineer


Are you a brilliant problem solver who can provide front-line support for a game-changing, enterprise-wide support service? Are you passionate about solving complex IT issues? As part of a Global team you will provide a high standard of technical support to customers on Data Protection products such as NetVault and Rapid Recovery. You will work across regional boundaries with R&D and Product Managers to ensure product quality and stability.


Stellar Customer Service and the ability to collaborate, prioritise and effectively communicate solutions to customers are all crucial to this role.



  • Provide top class end to end technical support by reproducing, trouble-shooting, diagnosing and resolving complex issues.
  • Be a customer advocate by taking full responsibility for your customer.
  • Collaborate effectively with R&D and Product teams to bring escalated cases to resolution.
  • Be proactive in creating/publishing knowledge base articles to be used by your peers and customers.
  • Be creative and assist your colleagues with innovative ideas/theories during brainstorming sessions.



    • A strong working knowledge of Windows Operating system (2008, 2012, 2016)
    • Good understanding of networking (TCP/IP, DNS) preferably from an experienced system administration background.
    • Good knowledge of LINUX and virtualisation toolset such as Hyper-V and VMware
    • Experience with Microsoft server applications such as SQL, SharePoint and Exchange.
    • Ability to diagnose OS, network and disk I/O related issues.
    • Understanding of SAN concepts and the SAN Fabric network – e.g. LUN provisioning, Zoning


    Skills Required:


    • Proven track record in the delivery of excellent customer service within a Technical Support environment.
    • Passion for solving complex technical issues.
    • Excellent communication skills, both verbal and written.
    • Team player who is self-motivated
    • Ability to multi-task and change in a fast paced dynamic environment
    • Knowledge of Enterprise Backup and Recovery software a plus.
    • Knowledge of CRM tools e.g. Siebel, Salesforce, etc.
    • Fluent in English and another European language, preferably, but not limited to, French or German



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