Minimum of 5+ years of experience in a technical support role with a focus on backup and recovery systems (e.g., Rubrik, Veritas NetBackup, Commvault, Veeam).
Strong customer-centric service orientation with excellent communication skills and experience working in a busy, high-pressure environment; familiarity with ticketing systems and SLAs.
Deep technical expertise in servers, networking and storage (SAN/NAS) with hands-on experience in virtualization (VMware, Nutanix, Hyper-V) and cloud technologies.
Proactive, autonomous problem-solving ability with strong analytical skills and a willingness to learn; ability to mentor junior staff.
Requirements:
Provide advanced technical support for backup and recovery systems, including hardware, software, and network-related issues, and ensure resolution within defined SLAs.
Collaborate with other support teams to resolve complex incidents and service requests; troubleshoot and document incidents in the helpdesk system.
Mentor and train lower-tier staff, act as a senior escalation point, and assist in deploying and configuring new backup and recovery hardware and software.
Communicate with customers at a technical level, develop internal documentation, and liaise with vendors to resolve issues; become a subject-matter expert for one or more products.
Job description
Location: Remote role - ideally based in CST time zone (Austin/Dallas) Position Title: Escalation Engineer – Service Desk (L4) NIGHT SHIFT Job Type: Full-Time – Night Shift (2pm – 10pm )
About Us: Assured Data Protection is a global leader in data backup and disaster recovery managed services, specialising in safeguarding against data loss and downtime in the event of a disaster, cyber, or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on-premises and in the cloud, with 24/7/365 expert support.
We offer a flexible, consumption-based model to grow with your business, making data protection cost-effective and scalable. Our purpose-built software provides industry-leading monitoring and reporting capabilities to provide actionable insights into your data protection strategy. Our global datacenters ensure data sovereignty, meeting your organisation’s compliance requirements. A dedicated team is always available to recover your data and minimise disruption in the event of a disaster.
Job Summary: We are looking for a bright, enthusiastic individual to join our technical support team (night shift 2pm-10pm) as an L4/ Escalation engineer. Responsible for providing advanced technical skills across the majority of disciplines detailed below, including hardware, software, and network-related issues, this position is primarily home-based with the exception of your initial on-boarding and training (daytime hybrid) and occasional travel to our other offices as per mutual agreement. Key responsibilities include:
Provide advanced technical support for backup and recovery systems, including hardware, software, and network-related issues
Collaborate with other support teams to resolve complex incidents and service requests.
Troubleshoot and resolve issues related to backup and recovery software, network, and disk storage.
Ensure that backup and recovery systems are operating within defined SLAs.
Document incidents and service requests in the helpdesk system
Provide guidance and training to lower tier support team members and act as a senior escalation point.
Assist in the deployment and configuration of new backup and recovery hardware and software.
Communicate with customers on a technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs.
Develop and maintain internal documentation.
Liaising with suppliers and vendors in relation to customer related issues
Become a subject-matter-expert for one or more of our products or services and be a key reference point for both support and other teams.
Key Qualifications and Skills: Minimum of 5+ years of experience in a technical support role with a focus on backup and recovery systems. The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, they will ideally have cross section of the following job specific skills, attributes and experience:
Highly customer centric with a passion for providing excellent customer service.
Experience of working within a busy customer environment, preferably in a technical and / or service provider area.
Strong interpersonal and communication skills; tactful, diplomatic and sympathetic when dealing with customer problems and showing empathy with customer issues.
Strong analytical skills.
Proactive and forward-thinking approach with the ability to respond and decision make autonomously.
Confident with the ability to interact with members of all support teams including team leaders, managers and directors.
Experience in understanding and diagnosing technical problems at an enhanced level.
An eye for detail, preventing any tickets from breaching SLA’s and the tenacity to ensure others adhere to processes.
A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
Excellent time management / organisational skills; being able to work well in critical or high-pressure situations often single-handedly.
Strong technical expertise in server, network and disk storage systems.
Experience with enterprise backup and recovery systems such as Rubrik, Veritas NetBackup, Commvault, or Veeam a major advantage
Experience with virtualization technologies such as VMware, Nutanix or Hyper-V
Experience with Cloud Technologies
Knowledge of storage area networks (SANs) and network-attached storage (NAS)
Excellent communication skills and the ability to interact with end-users at all levels.
Experience with ticketing systems and SLAs
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Desired Technical Experience· While we don’t expect you to be an expert in all areas, this is the highest level of our technical support team and as such, you will need to demonstrate deep knowledge of at least some of the technology below, and possess an interest and willingness to expand your technical knowledge in other areas is required.
Data Management technologies (Rubrik, Veeam, Commvault, Nutanix etc)
Performance troubleshooting for compute, network or storage bottlenecks
A solid grasp of IP and subnetting
An understanding of ethernet, switching, cabling and patching.
Windows Servers
Linux/Unix Servers
VSphere Servers
Hyper V Servers
Nutanix Servers
SQL servers (any variety)
Switches
Firewalls
SAN, NAS or DAS Raid Arrays
Public Cloud infrastructure, e.g., Azure, AWS, GCP
What We Offer:
Competitive salary and performance-based incentives.
Comprehensive benefits package, including health, dental, and vision insurance.
401K program with company matching.
A dynamic, inclusive, and collaborative work environment.
Assured Data Protection we value diversity and inclusivity. We offer perks such, flex holidays, robust 401k plan, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know. #LI-EL1
