Technical Support Engineer
Location
Bangalore | India
Job description
Company Description
BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average. BETSOL's open-source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 80% savings in total cost of ownership (TCO) and best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities. Learn more at betsol.com.
Job Description About Zmanda(BETSOL): Zmanda is the world's leading provider of open source backup and recovery software. Our open source development and distribution model enables us to deliver the highest quality backup software such as Amanda, Zmanda Recovery Manager for MySQL, and Zmanda Cloud Backup, at a fraction of the cost of software from proprietary vendors. Our simple-to-use yet feature-rich backup software is complemented by the top-notch services and support expected by enterprise customers.
Key Role & Responsibilities: - Help customers to setup and configure backup application
- Troubleshoot issues based on severity and resolve them within defined SLA
- Provide support via Phone, Email, and Web based tools
- Attend daily / weekly meetings to review enhancements and new features on Zmanda products
- Document and report daily activities
- Responsible to provide timely and effective resolution on basic to complex technical support queries
- Escalates necessary cases to the right level within the defined LOB (Line of Business)
- Ensures compliance with all company and departmental policies, procedures, and guidelines
- May be required to perform other tasks as requested, assigned, or directed
- Focus to achieve 100% customer satisfaction and fully responsible to delight customers with satisfactory service levels
- Candidate will be working in a Linux platform and will need to be familiar with different flavors of Linux
Desired skills and Experience: - Strong customer service skills
- Demonstrated ability to work in a fast paced environment
- Ability to work with minimal supervision
- Innovative and self-starter
- Ability to follow instructions as directed
- 1-3 years' experience in an infrastructure / technical support process
Mandatory skills: - Data networking
- Intermediate to high level understanding of Linux/Solaris command line
- Intermediate to advanced level Excel and analytical skills
- Basic to Intermediate level understanding of virtualization environment and infrastructure
- Intermediate to advanced level functional knowledge of Windows and Mac OS
- Basic to Intermediate level understanding of Database system preferably MS-SQL, Oracle
- Basic level understanding of file encryption and decryption concepts and algorithm
- Keen eye for detail which will aid in log analysis
Qualifications Bachelor in Computer Science. We value experience and relevant certifications (Linux, MCSA)
Additional Information Employment Type : Full-Time
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