Tier 2 Backup & Disaster Recovery Engineer (3rd Shift)

Team: Operations

Location: Austin, Texas, Dallas, Texas, Des Moines, Iowa, Florida, Georgia, Kansas City, Missouri, North Carolina, Omaha, Nebraska, South Carolina, St Louis, MO, Phoenix, Arizona

Commitment: Full Time

Workplace Type: remote

Responsibilities:

• Own support tickets from intake to resolution, adhering to defined SLAs and escalation guidelines while ensuring clear communication and follow-through with customers
• Troubleshoot backup job failures, configuration issues, and restore requests with a methodical and detail-oriented approach
• Provide frontline support for Veeam, Commvault, AWS Backup, Azure Backup, and related data protection platforms
• Actively monitor system alerts and backup job statuses, responding quickly and effectively under pressure
• Follow established escalation paths to Platform Owners or SMEs, ensuring smooth collaboration and handoffs
• Document all technical steps, findings, and resolutions thoroughly in the internal ticketing system
• Collaborate with internal teams to improve platform performance and overall customer experience
• Contribute to the team knowledge base by identifying repeat issues and gaps in documentation

Education & Experience:

• Minimum 2 years of experience in a technical support or Tier 2 systems/backup engineering role
• Proficiency with Veeam or Commvault backup systems
• Working knowledge of AWS and/or Microsoft Azure backup services
• Strong troubleshooting skills with the ability to manage multiple priorities in a structured, SLA-driven environment
• Experience working within defined support workflows and documentation standards
• Strong written and verbal communication skills with a customer-focused mindset
• Ability to remain composed and effective in high-pressure situations

Preferred Qualifications:

• Advanced experience with Veeam, Commvault, AWS, and Azure backup environments
• Zerto experience or Zerto Certified Professional (ZCP) certification
• Experience supporting BaaS offerings in a service provider or MSP environment
• Strong understanding of Windows Server, VMware, networking, and storage fundamentals
• Familiarity with ITIL or similar operational frameworks
• Process-driven mindset with the flexibility to adapt during critical incidents
• Strong attention to detail and commitment to accurate documentation

Shift Schedule:

Thursday - Monday
7:00 pm CT - 4:00 am CT