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Sr. Technical Support Specialist

Sr. Technical Support Specialist

Opentext

5 - 10 years

8 - 13 Lacs

Bengaluru

Posted:1 week ago| Platform:

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Skills Required

customer service documentation vmware linux troubleshooting nas san python networking disaster recovery customer support recovery operations high availability technical support voice process microsoft windows powershell bash customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

YOUR IMPACT :

Our Senior Technical Support Specialist position offers you an opportunity to learn cutting-edge backup, high-availability, and disaster recovery software. Youll leverage critical thinking on an ongoing basis, as each customer situation is unique. Therefore, you will need to be creative with your solutions.

The successful candidate will join an established team that provides world-class customer support through technical assistance to external customers and other departments via phone, e-mail, and support portal message board. Our strong team-based environment ensures that if you get stuck or need some help, youll always feel supported.

WHAT THE ROLE OFFERS :

Diagnose, troubleshoot, and identify/resolve service and product offerings issues. This could be at any level: operating system, application, network, hardware level, hypervisor, cloud environment, etc.
Manage multiple customer cases simultaneously while maintaining high levels of customer satisfaction.
Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain service level agreements.
Work with Tier 3, Operations, and Development on technical escalations, bugs, and feature requests.
Excellent customer service skills, adding to the customer experience.
A track record of sound judgment and decision-making in positions with significant responsibility.

Challenging yourself to master the complex subject matter
Communicating with and assisting people of varying technical skill levels
Consistently providing excellent technical support when subjected to different degrees of visibility into affected environments
Troubleshooting errors with diverse degrees of depth and complexity
Keeping a patient and collected composure while resolving customer requests and possessing excellent customer service skills.

Searching information sources for relevant documentation, user/admin guides, knowledge base articles, white papers, PDFs, reliable websites, etc.
Building and leveraging VMs, maintaining a functional virtual workspace

WHAT YOU NEED TO SUCCEED :

5+ years of experience in backup and recovery operations.
Hands-on experience with Backup and recovery solution.
Familiarity with cloud backup solutions (e.g., AWS Backup, Azure Backup).
Solid understanding of storage systems (NAS/SAN), virtualization (VMware/Hyper-V), and Windows/Linux environments.
Ability to automate tasks using PowerShell, Bash, or Python.
Strong troubleshooting and documentation skills.
Willing to work in rotational shifts

Nice to Have:

Experience in SMB or startup environments.
Knowledge of cybersecurity best practices related to data protection.
Certifications in backup technologies or cloud platforms (e.g., Veeam VMCE, AWS Certified).

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Sr. Technical Support Specialist