Senior Support Engineer – IT Infrastructure

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

📋 Description

• Triage and troubleshooting: Manage, receive, and address alerts, calls, and trouble tickets.

• Customer collaboration: Engage directly with customers through calls and screen-sharing sessions, diagnose issues, and offer clear action plans to alleviate concerns.

• Critical response: Address critical issues 24/7/365 as part of an on-call rotation.

• Automation: Streamline the collection of backup system health, backup and recovery jobs, and overall environment status; automate repetitive tasks.

• Monitoring and resolution: Oversee backup systems and performance, identify issues needing attention, troubleshoot, and resolve them, including on the source systems being backed up.

• Root cause analysis: Investigate outages and conduct root cause analysis to prevent future occurrences.

• Security and compliance: Set up access using a least-privileged approach, conduct audits, and ensure compliance with policies and procedures.

• Upgrades: Communicate plans for upgrades and rollbacks, and implement upgrades.

• Documentation: Keep an internal wiki updated with technical documentation, manuals, and IT policies.

⛳️ Requirements

• Over 6 years of experience in related roles.

• Proficiency in Windows and Linux administration.

• Knowledge of VMware vSphere.

• Understanding of IP networks.

• Experience as a System Administrator.

• Experience as a Backup Administrator.

• Familiarity with Data Protection / Backup & Recovery software (Cohesity, Rubrik, Commvault, Veeam, Keepit, N2WS).

• Familiarity with cloud platforms (AWS / Azure / GCP / OCI), M365 / Entra, infrastructure-as-code (Terraform, Ansible, Packer), or Kubernetes is advantageous.

🏝️ Benefits

• Fully remote position, allowing you to work from anywhere.