Technical Support Specialist, Tier 1

4 weeks ago

Cairo, Cairo, Egypt Commvault Full time

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:

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.

The role:

Your Mission: As a Technical Specialist, Tier 1, 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 crucial for documenting case details, and you will balance working independently and with your team colleagues to devise and implement effective solutions.

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

What you'll do:
  • Delivering top-tier support for complex, show-stopper issues through phone, email, and remote assistance including working with enterprise customers.
  • Commitment to ensuring the success and fulfilment of our global customer base.
  • Handling 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 advanced due to technical complexities or strategic considerations.
  • Mentor and coach new engineers in the team.
  • Using internal labs and simulators for testing and analysis.
  • Effective communication skills to clearly articulate issues and provide appropriate solutions or action plans to customers.
  • Actively take part in weekend shifts, ensuring consistent support.
  • Using productivity tools like softphone systems and CRM ticketing platforms optimally.
  • Participate in Commvault community.
Who you are:
  • Technical Support/Customer Service Experience – minimum 5-8 Years industry experience
  • 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 troubleshoot and resolve issues confidently.
  • Experience with Cloud Storage Technologies such as AWS, GCP & and Azure.
  • Solid understanding of one or more of the cloud hypervisors like Azur , AWS / containers like Kubernetes along with the awareness of their interaction with Commvault as a product.
  • Good understanding of network principles and familiarity with network debugging tools like Wireshark, tcpdump, and others.
  • Good experience with storage concepts such as SAN/NAS, and the capacity to solve storage-related problems effectively.
  • Solid understanding of Windows/Linux File System and ability to address issues related to it.
  • working in one of these technology areas - Oracle, HANA, DB2, MySQL or any other Data Bases.
  • Hands on experience on any appliance like NetApp/EMC/Nutanix
  • Excellent experience with Active Directory, Microsoft Exchange and SQL Server, along with a foundational understanding of Active Directory Services, MS SharePoint, and Office 365.
  • Knowledgeable in backup-related issues and experience with tools for OS and application recovery.
  • Ability to troubleshoot connectivity, name resolution, and performance-based issues with operating systems and/or hardware.
  • Ability to learn new technologies and apply this knowledge to troubleshoot various system and application problems.
  • 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.
  • Experience working in SaaS environment is preferable
  • Excellent communication skills, both verbal and written in English to business level.
  • Willingness to work in a 24/7 model as per Business Requirements
Nice to have but not essential skills and experience:
  • Commvault professional advanced certification is desired
  • Fluency in a second European Language e.g. German, French, Spanish, or Italian, both verbal and written to a business level.
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 fosters 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 state-of-the-art 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.

Ready to #makeyourmark at Commvault? Apply now

#LI-SS1

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 For any inquiries not related to an accommodation please reach out to

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