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Technical Support Engineer – (Bengaluru, Karnataka, India)
Who We Are:
CrashPlan® provides cyber-ready data resilience and governance in a single platform for organizations whose ideas power their revenue. With its comprehensive backup and recovery capabilities for data stored on servers, on endpoint devices, and in SaaS applications, CrashPlan’s solutions are trusted by entrepreneurs, professionals, and businesses of all sizes worldwide. From ransomware recovery and breaches to migrations and legal holds, CrashPlan’s suite of products ensures the safety and compliance of your data without disruption.
What You Will Be Doing:
We are recruiting for a Technical Support Engineer to join our team. In this role, you will be working as part of a highly focused team providing technical support for our eCommerce and enterprise level customers. You will be managing chats, emails, and phone calls in a high volume environment.
Day In The Life:
Taking ownership of reported customer issues and seeing problems through to resolution
Facilitating customer communication, education and retention
Collaborating with your team on issues and their solutions
Performing thorough analysis of varied log and system files
Recreating, tracking, and verifying software defects reported by customers in the field or under lab conditions
Utilizing remote secure access technologies to diagnose and resolve customer issues
Reviewing manuals, release notes, and patch documentation for possible issue resolution
Meeting internal service level targets and ensuring proper documentation of all issues
Other duties as assigned
Who You Are:
Required Qualifications:
Understanding of the technical fundamentals of the Internet and server administration, such as: SSH, HTTPS, SSL/TLS, TCP/IP, traceroute, and ping
Demonstrated experience working with Windows, Mac, and Linux operating systems
Proven record of offering consistently superior levels of customer service
Some Scripting experience (e.g. Bash, PowerShell, Python, JavaScript)
General knowledge of database technologies
General knowledge of varied operating system and application deployment methodologies such as virtualization, containers, PaaS/Infrastructure as Code
Preferred Qualifications:
