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Customer Support Engineer, Frontline
4 months ago
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:
The Customer Support Engineer - Frontline is the first voice of Commvault. The engineer must have a proven technical foundation across Operating Systems (Windows or Unix/ Linux), Networking, Active Directory, MS Exchange, Virtualization and Storage. They should have proven specialized experience and sound troubleshooting methodology. They should come with good communication skills and customer empathy. We are looking for a Support Engineer with a genuine passion for all things to join our expert and super-friendly Frontline team.
Position Responsibilities:
- Act as the first point of contact for Customer incidents reported by telephone, email, chat, ensuring all processes and agreed upon standards are followed.
- Assist customers with their technical issues & queries.
- Effectively interact through phone, chat, and email with customers as you solve their problems.
- Maintain assigned incident queues, keeping customers updated regularly.
- Keep incident backlog and aged calls within defined ranges.
- Maintain Customer Satisfaction levels to within or above-defined range.
- Consistently meet/exceed customer account needs; find opportunities to improve company service and support goals.
- Dedication to the success and satisfaction of our customers
- Work independently and as a team to come up with the best solutions to a customer problem.
- Continually pursue ongoing training and development opportunities to advance skills and, in turn, the ability to deliver to Customers effectively.
- Maintain an ongoing awareness of the Customer base and ensure delivery against contractual obligations.
Position Requirements:
- BS Computer Science, IT/Computer Science Engineering, or other technical degree or equivalent experience, a minimum 3+ years of industry-based experience using enterprise-level platforms and applications.
- Require excellent diagnostic and troubleshooting skills.
- Experience with contemporary Operating Systems, Networking Concepts, and Computer Security concepts.
- Working knowledge of Commvault solutions preferred.
- Understanding backup theory and design. Backup and data management fundamentals.
- Use ticket data, product documentation and other resources to research and resolve client technical issues.
- Require strong customer service / satisfaction ethic.
- Require excellent telephone and Chat etiquette, including strong verbal communication and listening skills.
- Solid written communication skills.
- Solid attention to detail.
- Technical competence, ability to learn new technologies quickly and then leverage gained knowledge.
- Able to work independently without significant assistance; must be able to multi-task and effectively prioritize within a high volume/time-sensitive environment.
- Enjoy working in a technical team environment.
- Should be customer-focused with strong customer service skills.
- Very well organized and able to prioritizes work effectively.
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
Ready to #makeyourmark at Commvault? Apply now
#LI-MW1
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
