Tier 2 Backup & Disaster Recovery Engineer – 3rd Shift

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

📋 Description

• Take ownership of support tickets from initiation to resolution, ensuring adherence to established SLAs and escalation protocols while maintaining clear communication and follow-through with customers.

• Methodically troubleshoot backup job failures, configuration problems, and restore requests, paying close attention to detail.

• Deliver frontline support for Veeam, Commvault, AWS Backup, Azure Backup, and other related data protection platforms.

• Proactively monitor system alerts and backup job statuses, responding swiftly and effectively in high-pressure situations.

• Adhere to established escalation procedures to engage Platform Owners or Subject Matter Experts (SMEs), ensuring seamless collaboration and transitions.

• Thoroughly document all technical steps, findings, and resolutions in the internal ticketing system.

• Work collaboratively with internal teams to enhance platform performance and improve the overall customer experience.

• Contribute to the team knowledge base by identifying recurring issues and gaps in documentation.

⛳️ Requirements

• At least 2 years of experience in a technical support or Tier 2 systems/backup engineering capacity.

• Expertise in Veeam or Commvault backup systems.

• Familiarity with AWS and/or Microsoft Azure backup services.

• Strong troubleshooting abilities and capacity to manage multiple priorities in a structured, SLA-driven environment.

• Experience operating within defined support workflows and documentation standards.

• Exceptional written and verbal communication skills with a focus on customer satisfaction.

• Capability to remain calm and effective in high-pressure scenarios.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• A collaborative and innovative work environment.