Associate Technical Support Engineer

About Druva
Druva is the resilience foundation for the AI enterprise, helping organizations secure and recover from connected risk across data, cyber, identity, and AI. The Resilience Cloud is a fully managed, cloud-native SaaS platform that delivers air-gapped and immutable protection across cloud, SaaS, on-premises, endpoint, and edge environments. Powered by Dru MetaGraph, Druva’s graph-powered intelligence layer, the platform connects critical business context so customers can understand risk, respond faster, recover cleanly, and govern data with greater confidence.
Trusted by nearly 7,500 customers, including 75 of the Fortune 500, Druva helps safeguard the critical information and systems businesses depend on in an increasingly connected world.

Visit druva.com and follow us on LinkedIn, X and Facebook.

Who You'll work with

Druva's Technical Support Team  is the focal point for resolution of customer technical issues. We are a worldwide organization of highly skilled engineers that craft and make a positive impact on the customer experience.

Within today's highly connected and increasingly social world of complex and sophisticated threats, Druva delivers data protection and management for the cloud era. You will be challenged, learn and be energized as you resolve complex technical issues in this ever-evolving landscape. Make an impact by joining the Product Support team

What You'll Do

As an integral part of the Global Customer Support team, you will provide technical support for Druva products. The Engineer will be responsible for ensuring our customers' success and satisfaction with our products and contributing to their long-term loyalty. You will work closely with the rest of the Druva support team, Engineering, Solutions Delivery, Sales, and Product Management to ensure that Druva is delivering overall superior service and support to our customers.

Responsibilities include but are not limited to the following

• Be flexible to Work in shift 24 X 7 X 365

• Act as a collaborative team member to resolve issues together

• Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.

• Analysis of exceptions and logs to isolate root cause and help in product’s usability and improve end-user experience

• Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions to Knowledge base articles

• Approaching complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools

• Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships

• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

The rest of this description is on the employer’s own page.