Designated Site Reliability Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Provide a refined, high-level technical product support experience for Cohesity NetBackup Software and Flex Appliances, catering to high-profile and impactful clients.

• Apply professional concepts, troubleshooting expertise, policies, procedures, and internal tools to efficiently document and resolve post-sales technical support issues.

• Handle a varied case load that includes a wide array of complex problems with differing priorities and impacts.

• Collaborate with internal business partners and stakeholders to meet customer expectations and facilitate renewals.

• Utilize technical knowledge to replicate customer environments for troubleshooting purposes.

• Research and offer technical guidance/best practices to assist customers in optimizing their product performance, tailored to their specific environments and operational goals.

• Pursue ongoing self-development in both technical and professional domains to enhance effectiveness in Veritas’ latest Alta product offerings.

• Organize and lead initiatives (trainings, mentoring, projects, etc.) to bolster the technical skills of others.

• Regularly contribute to and enhance Knowledge Management (KM) content to increase the availability, quality, and quantity of known technical solutions for customers and fellow engineers.

• Provide constructive feedback to enhance product quality and drive process improvements.

• Occasionally travel for customer site visits and/or departmental meetings, with annual travel expected to be below 10%.

⛳️ Requirements

• Bachelor’s Degree in Computer Science, Business Administration, or equivalent experience.

• Experience with networking and enterprise data backup solutions, particularly NetBackup or data management solutions like InfoScale.

• Proven experience delivering enterprise-level technical support using advanced troubleshooting methodologies for NetBackup Core and Appliance functionalities or InfoScale.

• Demonstrated ability to learn new products and technologies with minimal documentation and guidance to effectively support customers and colleagues.

• Expert knowledge in contemporary Operating Systems, Cloud Platforms, Advanced Networking Concepts, Storage, and Computer Security Concepts.

• Required expert-level knowledge in NetBackup features and NetBackup Appliances or InfoScale.

• Outstanding verbal and written communication skills.

• Fluency in Spanish and/or Portuguese is highly desirable.

• Capability to manage a fluctuating workload while simultaneously servicing several demanding customers.

• Ability to quickly establish and maintain productive working relationships with internal (e.g., Sales and Support) and external customers.

• Capacity to exercise sound judgment, creativity, and imagination to identify solutions and techniques to address challenging problems within established practices and policies.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options