Your Mission: As a Technical Specialist - SaaS Associate, your mission is to deliver exceptional support for a
broad range of customer issues through multiple channels including phone, email, and remote sessions. You will take charge of cases, driving toward successful outcomes with a focus on customer satisfaction. Your exceptional communication will be crucial for documenting case details, and you will balance working
independently with teamwork to devise and implement effective solutions.
This role also requires a constant engagement with learning, applying fresh insights from internal resources to stay ahead of technical challenges. With a keen eye for when escalation is necessary. You will have access to advanced productivity tools to maintain the high service quality that defines our team's success and fosters an outstanding customer experience.
Key Responsibilities:
• Delivering top-tier support for complex, urgent issues through phone, email, and remote assistance.
• Collaborate with cross-functional teams including SRE and SaaS operations to facilitate the resolution of
issues and achieve positive outcomes for customers.
• Commitment to ensuring the success and fulfillment of our global customer base.
• Managing a high volume of cases while ensuring a high rate of successful resolutions.
• Possessing strong written and verbal communication abilities, with a focus on detailed case documentation.
• Demonstrating the ability to work both independently and collaboratively, crafting optimal solutions to
customer issues and ensuring quality outcomes.
• Replicating technical problems internally for better understanding and resolution.
• Continuously acquiring and applying knowledge from internal community resources.
• Recognizing when cases need to be escalated due to technical complexities or strategic considerations.
• Leveraging internal labs and simulators for testing and analysis.
• Contributing productively to weekend shifts, ensuring consistent support.
• Utilizing productivity tools like softphone systems and CRM ticketing platforms effectively.
Required Skills/Experience:• Technical Support/Customer Service Experience – minimum 3-5 Years• Experience working in SaaS environment is desired• Knowledge of Company Product Portfolio or any other Data Protection Solution will be desirable.• Proficient knowledge of operating system platforms, such as on-premises hypervisors (VMware or Hyper V), Windows Server, and Linux/Unix OS, with the ability to troubleshoot issues confidently.• Basic understanding of network principles and familiarity with network debugging tools like Wireshark,tcpdump, and others.• Experience with storage concepts such as SAN/NAS, and the capacity to troubleshoot storage-relatedproblems effectively.• Familiarity with Windows File System and ability to address issues related to it.• Basic knowledge of Cloud Storage Technologies such as AWS, GCP & and Azure.• Basic understanding of one or more of the cloud hypervisors like Azure , AWS / containers like Kubernetes• Possess a basic knowledge of Microsoft Exchange and SQL Server, along with a foundational understanding of Active Directory Services, MS SharePoint, and Office 365.• Familiarity in one of these technology areas - Oracle, HANA, DB2, MySQL or any other DBs• Ability to learn new technologies and apply this knowledge to troubleshoot various system and application problems.• Effective communication skills to clearly articulate issues and provide appropriate solutions or action plans to customers.• Understanding of backup-related issues and experience with tools for OS and application recovery.• Ability to thrive in a dynamic setting, quickly adapting to changing priorities & maintaining composure &effectiveness under pressure.• A solid foundation in relevant technologies with a commitment to staying informed about industry trends & emerging tools. What We Offer:• A dynamic & challenging work environment with opportunities for personal & professional growth.• Competitive salary & benefits package.• Comprehensive health & wellness programs including gym access, health cover, & mental health support to ensure the wellbeing of our employees.• A workplace that fosters a supportive & collaborative culture, encouraging team engagement, opencommunication, & mutual respect, creating an empowering environment for all employees.• Access to a range of training & development opportunities to enhance your skills & knowledge, keeping you at the forefront of industry practices.• Provision of state-of-the-art technology & tools to ensure you have everything needed to excel in your role.• A culture that recognizes & rewards hard work and achievements, including performance bonuses, awards, & career advancement opportunities.