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Job Location | Pune |
Education | Not Mentioned |
Salary | Not Disclosed |
Industry | IT - Software |
Functional Area | General / Other Software,Technical Support / Helpdesk |
EmploymentType | Full-time |
About VERITASVeritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability, protection, and insights. Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.Veritas supports 500 data sources, 150 storage targets, 50 clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.Veritas Customer Success is responsible for ensuring that Veritas customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. Customer Success includes customer support and care, professional and business critical services, and renewal sales.Job SummaryRespond to customer inquiries (voice or email) for an assigned product(s) within a Technical Support Engineer environment. Provide technical support to Veritas customers, partners, and field support staff with varying levels of support maintenance entitlements i.e. entry level, through to premier level entitlements, with focus on diagnosing, troubleshooting, and debugging Veritas software and hardware.Position provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers.Position requires a motivated, self-starter and self-learner with a customer-first attitude.Primary AccountabilitiesWork with Veritas customers, partners, and field reps by answering technical questions, and providing solutions for Veritas productsResolve cases per productivity, performance and SLA standards and support goalsResearch, document, and collaborate on cases as requiredAuthor or update technical documents into Knowledge Management (KM) for inclusion into support knowledge baseAddress multiple issues simultaneously, with a case for each issue raisedEstablish close interactions with team members and other applicable stakeholders.Assess when it is necessary to engage with team members to enable timely case resolutionParticipate in the Technical Support Engineer Process Community Meetings and Innovation Teams, to help improve areas that can have a positive impact to Customer SuccessParticipate in Product Previews for New Product ReleasesParticipate in projects and support the Enablement Functions, in addition to UAT testing for various initiativesWork effectively in a collaborative operating environment, partner with internal and external technical support teams, with various levels of technical expertiseMentor and assist other technical support engineers (TSEs) in the knowledge of product and processesParticipate in, or conduct internal and external hiring interviewsDiagnose technically complex and/or politically sensitive case issues, and engage senior team members to resolveAs a support champion, participate in internal projects partnering with internal teams, i.e. enablement/engineering etc. to drive continuous process and product improvement. Develop course content, and TOI material to be delivered to TSEsKnowledgeExperience across multiple of the following core technologies, including desired secondary knowledge:
Keyskills :
data centeractive directorydisaster recoveryemc storageentry levelproduct portfolioibm aixtechnical skillstechnical supportfield supportvolume managementcustomer supportcloud storage