Bocada
Location
Brasil | Brazil
Job description
NOTE: This is a remote job - the work will be done from a home office in the candidate's home country - there is no opportunity for relocation. The customers supported by this role will primarily be in Europe and the United States and the candidate will be required to work the Brazil work day with some overlap to team and company meetings in the US.
Bocada is looking for a Senior Technical Support Engineer to augment our growing international team working with customers in roles that include backup administrators, IT operators, storage architects, backup engineers and backup and storage architects from medium enterprises to the Fortune 1000. Bocada support engineers are required to be two things: expert technical problem solvers and exceptional communicators. As a Bocada Senior Technical Support Engineer you will provide enterprise customers with high quality technical support in Windows and SQL Server environments. This is a highly-visible, high-impact position, key in maintaining highest levels of customer service and customer satisfaction. The career path for this job is technical account management or sales engineering.
Our technical support organization is responsible for all post-sales customer engagement including implementing new installations, responding to support cases globally, driving new feature adoption, and supporting subscription renewal processes. Bocada’s customers come in a variety of roles that include backup administrators, IT operators, storage architects, backup engineers, and backup and storage architects in the Global 2000. This is a high-visibility, high-impact position and is key to driving company growth.
The responsibilities of the Senior Technical Support Engineer:
• Provide Teams and email-based support for Bocada software. Proactively track issues, report status and ETA, manage customer expectations, and escalate as appropriate.
• Develop an excellent understanding of the Bocada product.
• Respond to and track customer-originated incidents or tickets in the company support portal (currently salesforce.com). Track all customer interactions in the Bocada CRM.
• Track and report on success criteria and customer KPIs Participate in monthly/quarterly business reviews with key customers.
• Troubleshoot and analyze software & systems issues. Conduct root-cause analysis for technical issues and find workarounds & solutions.
• Actively participate in technical discussions with the customer to identify use cases, technical enhancements in the product and provide actionable inputs to the internal teams (Product Team, Engineering, etc.)
• Create and update customer-facing documentation such as How-To-guides, knowledge base articles, FAQs including troubleshooting steps, and problem resolution steps.
• Drive increased product adoption by recommending the use of features, identifying training needs for customers, performing health checks for the customer, demoing product features, and driving software upgrades
• Understand your customer and key people in their organization and actively identify growth opportunities.
• Research and recreate customer-reported issues. Interpret customer descriptions of issues and escalate to Development when research is fully exhausted.
• Identify customer requested features and defects and file them in the Azure DevOps for the engineering team. Take full ownership of following up with the engineering team to drive quicker turnaround times on customer issues
• Advocate on behalf of customers in the product development and prioritization processes.
• Work with the customers to deploy hotfixes, and new software releases.
The ideal candidate will meet the following requirements:
• Backup product experience: Spectrum Protect, Veeam, Azure Backup, NetBackup, Commvault, Data Protector, Avamar, Networker, NetApp, Rubrik, Cohesity, Druva, RMAN, Data Domain, AWS backup, etc
• Bachelor’s degree in a technology field required and a minimum of 10 years of experience in any combination of technical account management, support engineering, systems engineering, software deployment, or IT operations.
• Fluent in English with excellent written & verbal communication skills.
• Growth mindset; Experience working in a startup environment
• Relationship oriented, credible with the customers
• Troubleshooting skills including debugging, analytical capabilities, incident history diagnosis (e.g. when did it last work, what has changed etc.)
• Broad ranging technical skills to include understanding of systems, databases, networks, security, firewalls, etc. Experience with enterprise applications on Windows Server OS and Networking, such as DNS, IP and firewall ports knowledge.
• Proactive communication skills. Strong customer service and customer engagement skills including communication, the ability to influence customers and ability to get stuff done in the face of complex processes.
• Ability to organize and prioritize based on customer input, development schedules and resources and internal priorities and relay such priority and status updates to customers.
• Understanding of software development processes, release schedules and activities; a team player who can work with customers, Sales, support, and development engineers.
• Database familiarity such as SQL Server / Oracle / PostgreSQL and ability to do SQL queries preferred. Programming or scripting abilities are a plus.
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