Support Engineer II

Support Engineer Ii

We are a top hybrid cloud solutions provider committed to delivering industry-leading solutions to our customers based on their unique business needs. We specialize in managed cloud, backup, and disaster recovery. Our culture is fun and casual, embracing fresh ideas and innovation. We're customer-driven and looking for authentic and accountable team players to collaborate with us to reach our goals.

As a Support Engineer II, you will work with the support teams to resolve day-to-day support-related issues for our clients. This hands-on role is responsible for resolving alerts/alarms from our monitoring systems and resolving customers' technical tickets while providing a high-touch customer experience. You will diagnose and repair issues within client environments of varying sizes (from SMB to Enterprise) across numerous products and platforms. In this fast-paced role, you will have the opportunity to learn many new technologies and work with customers around the world.

Are you an experienced Support Engineer with a passion for helping customers resolve cloud, server, and back-up related issues? If yes, then this position is right for you! Primary responsibilities:

• Provide concise, consistent, and effective communication and ensure timely resolution of client issues
• Provide level 2 support for Veeam Backup and Replication and Veeam Backup for Microsoft 365
• Provide level 2 support for vCloud Director, Hyper-V and other virtualization technologies
• Troubleshooting server operating system issues - primarily Microsoft Windows Server but may also work with Linux-based systems (Ubuntu, FreeBSD, CentOS, RHEL)
• Manage multiple tickets, prioritizing work against aggressive timelines
• Work with supervisor to recommend process enhancements to improve efficiencies and customer experience
• Assist in mentoring and training junior engineers
• Respond to and resolve support tickets related to the on-going management of customer environments
• Monitor and service client operations, including troubleshooting, patching, updating, and configuring various systems or applications
• Monitor ticket queue, responding and updating, general BaaS and DRaaS inquiries as it relates to client technical support
• Diagnose and resolve reported client incidents, tasks, questions, or problems
• Develop automation to improve current and future processes
• Provide documentation and technical specifications to other team members for maintaining and operating these environments for clients
• Work with other teams VMware, Network, Storage, and Security subject matter experts to improve our service, response, and remediation times