Technical Specialist - SaaS Associate

About Commvault 

Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data. 

JOB DESCRIPTION:

Technical Specialist - SaaS Associate

Commvault is the gold standard in cyber resilience, helping customers recover & prevail against ransomware & other cyber threats. We bring data protection, data security, data intelligence & recovery together on one platform at the lowest TCO.

Commvault Support is the recognised industry leader for customer satisfaction. This recognition is an integral part of our overall value proposition when new customers are evaluating Commvault as a solution, as well for current customers in realising maximum value in their existing investment.

Your Mission: As a Technical Specialist - SaaS Associate, your mission is to deliver exceptional support for a broad range of customer issues through multiple channels including phone, email, and remote sessions. You will take charge of cases, driving toward successful outcomes with a focus on customer satisfaction. Your exceptional communication will be critical for documenting case details, and you will balance working independently with collaboration to devise and implement effective solutions.

This role also requires constant engagement with learning, and applying fresh insights from internal resources to stay ahead of technical challenges. With a keen eye for when critical issues is vital. You will have access to advanced productivity tools to maintain the high service quality that defines our team's success and develops an outstanding customer experience.

What you’ll do…

• Delivering top-tier support for complex, urgent issues through phone, email, and remote assistance.

  
  

• Collaborate with multi-functional teams including SRE and SaaS operations to facilitate the resolution of issues and achieve positive outcomes for customers.

  
  

• Commitment to ensuring the success and fulfillment of our global customer base.

  
  

• Running a high volume of cases while ensuring a high rate of successful resolutions.

  
  

• Possessing strong written and verbal communication abilities, with a focus on detailed case documentation.

  
  

• Demonstrating the ability to work both independently and multi-functionally, crafting optimal solutions to customer issues and ensuring quality outcomes.

  
  

• Replicating technical problems internally for better understanding and resolution.

  
  

• Continuously acquiring and applying knowledge from internal community resources.

  
  

• Recognizing when cases need to be raised due to technical complexities or strategic considerations.

  
  

• Demonstrating internal labs and simulators for testing and analysis.

  
  

• Giving productively to weekend shifts, ensuring consistent support.

  
  

• Applying productivity tools like softphone systems and CRM ticketing platforms effectively.

  
  

Who you are…

• Technical Support/Customer Service Experience – minimum 3-5 Years

  
  

• Experience working in SaaS environment is desired

  
  

• Knowledge of Commvault Product Portfolio or any other Data Protection Solution will be desirable.

  
  

• Proficient knowledge of operating system platforms, such as on-premises hypervisors (VMware or Hyper-V), Windows Server, and Linux/Unix OS, with the ability to solve issues confidently.

  
  

• Basic understanding of network principles and familiarity with network debugging tools like Wireshark, tcpdump, and others.

  
  

• Experience with storage concepts such as SAN/NAS, and the capacity to fix storage-related problems optimally.

  
  

• Familiarity with Windows File System and ability to address issues related to it.

  
  

• Basic knowledge of Cloud Storage Technologies such as AWS, GCP & and Azure.

  
  

• Basic understanding of one or more of the cloud hypervisors like Azure, AWS / containers like Kubernetes

  
  

• Possess a basic knowledge of Microsoft Exchange and SQL Server, along with a foundational understanding of Active Directory Services, MS SharePoint, and Office 365.

  
  

• Familiarity in one of these technology areas - Oracle, HANA, DB2, MySQL or any other DBs

  
  

• Ability to learn new technologies and apply this knowledge to troubleshoot various system and application problems.

  
  

• Effective communication skills to clearly articulate issues and provide appropriate solutions or action plans to customers.

  
  

• Understanding of backup-related issues and experience with tools for OS and application recovery.

  
  

• Ability to thrive in a dynamic setting, quickly adapting to changing priorities & maintaining composure & effectiveness under pressure.

  
  

• A solid foundation in relevant technologies with a commitment to staying informed about industry trends & emerging tools.

  
  

What We Offer:

• A dynamic & challenging work environment with opportunities for personal & professional growth.

  
  

• Competitive salary & benefits package.

  
  

• Comprehensive health & wellness programs including gym access, health cover, & mental health support to ensure the wellbeing of our employees.

  
  

• A workplace that develops a supportive & collaborative culture, encouraging team engagement, open communication, & mutual respect, creating an empowering environment for all employees.

  
  

• Access to a range of training & development opportunities to enhance your skills & knowledge, keeping you at the forefront of industry practices.

  
  

• Provision of powerful technology & tools to ensure you have everything needed to excel in your role.

  
  

• A culture that recognizes & rewards hard work and achievements, including performance bonuses, awards, & career advancement opportunities.

  
  

You’ll love working here because :

• Continuous professional development, product training, and career pathing

  
  

• Annual health check-ups, Car lease Program, and Tuition Reimbursement

  
  

• An inclusive company culture, an opportunity to join our Community Guilds

  
  

• Personal accident cover and Term life cover

  
  

Commvault is an equal opportunity workplace and is an affirmative-action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We will not discriminate based on such characteristics or any other status protected by laws or regulations in the location where we work.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform

#LI-

Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work.

Commvault’s goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.