Site Reliability Engineer 3

Job Summary

Respond to customer inquiries (voice or other digital communications) for an assigned product(s) within a Technical Support Engineer environment.  Provide technical support to Veritas customers, partners, and field support staff with varying levels of support maintenance entitlements i.e., entry level, through to premier level entitlements, with focus on diagnosing, troubleshooting, and debugging Veritas software and hardware, including cloud platforms. 

Position provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers.

Position requires a motivated, self-starter and self-learner with a customer-first attitude.

Primary Accountabilities

• Work with Veritas customers, partners, and field reps by answering technical questions, and providing solutions for Netbackup products, including cloud infrastructures.
• Resolve cases per productivity, performance and SLA standards and support goals.
• Research, document, and collaborate on cases as required.
• Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base.
• Address multiple issues simultaneously, with a case for each issue raised.
• Establish close interactions with team members and other applicable stakeholders.
• Assess when it is necessary to engage with team members to enable timely case resolution.
• Participate in the Technical Support Engineer Process Community Meetings and Innovation Teams, to help improve areas that can have a positive impact to Customer Success.
• Participate in Product Previews for New Product Releases.
• Participate in projects and support the Enablement Functions, in addition to lab engagement/management, and UAT testing for various initiatives.
• Work effectively in a collaborative operating environment, partner with technical support team members.
• Mentor and assist other technical support engineers (TSEs) in the knowledge of product and processes.
• Participates in or conduct internal and external hiring interviews.
• Diagnose technically complex and/or politically sensitive case issues and engage senior team members to resolve.
• As a support champion, participate in internal projects partnering with internal teams, i.e. enablement/engineering etc. to drive continuous process and product improvement. Develop course content, and TOI material to be delivered to TSEs.
• Take advancements from team members, work in collaboration to case resolution where applicable.
• Subject matter expert in one or more areas of product.
• Interface with Engineering for assistance and collaboration.
• Participate and/or lead calls with customers and 3rd party teams/vendors. Assess when it is necessary to engage or escalate to senior team members to resolve complex issues.
• Apply specialized knowledge, analytical practices, and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments, on multiply platforms.
• Research on a wide array of technical subjects such as Operating Systems, Infrastructural Technologies, and Veritas Software Products to continually learn to stay informed of new product features, related applications, hardware, and technologies.
• Develop documentation for the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution.
• Participate in online customer facing forums e.g., VOX and internal forums/DL's.
• Participate in global projects, including identifying and driving product improvements through the appropriate stakeholders.
• Build in-depth relationships with multiple internal organizations including Product Management, Engineering, QA, Training, Release readiness.
• Engage and participate in customer visits/POC's.

Knowledge

Core Technologies:  Experience across multiple of the following core technologies, including desired secondary knowledge.

• Operating Systems: Linux (Red Hat), Microsoft Windows.
• System Administration: Server Hardware, Software, maintenance, and troubleshooting.
• Networking: TCP/IP, TLS, PKI, Firewalls, Routing, VLANs, Link Aggregation (802.3ad, balanced-alb), Authentication (LDAP, Active Directory), DNS, NFS, CIFS.
• Storage: LVM, RAID, DAS, SAN, NAS, Software-Defined Storage, SAS, Fibre Channel.
• Diagnostics: Log Analysis, Process Tracing, Debugging, Kernel Panic, Root Cause Analysis.
• Observability: Application Performance Management, reliability, availability, and serviceability.
• Infrastructure: Data Center Operations / Management.
• Veritas product offerings.

Additional Knowledge: Working knowledge of the majority of the following.

• Enterprise Information Systems, Application Servers, and Hardware Infrastructure.
• Virtualization: VMware, Hyper-V, RHV, Nutanix, and Containers (Docker, Podman).
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• Databases:
  • Microsoft SQL Server / MySQL / PostgreSQL/MongoDB/SQLit/MariaDB
  • Oracle Database
  • IBM DB2
  • Microsoft Exchange / Microsoft 365
  • SAP/SAP HANA
  • Informix
  • Sybase
  • Sharepoint
  • Openstack/HBase
  • Hadoop
• Storage:
  • DAS/NAS/SAN: Switches, Zoning, HBA, SFP, WWN, WWPN, Troubleshooting
  • Cloud: Object Storage (AWS, Azure, GCP) and on-premises disaster recovery solutions
• Network troubleshooting (i.e., Tcpdump/WireShark).
• Basic familiarity with SaaS, PaaS, IaaS, and APIs.
• Clustering and High Availability systems.
• Experience with Shell, Perl, Python, Terraform, Ansible and C / C++ is beneficial.