Customer Support Engineer - Tier 1 (SDS/HSX)
About Commvault
Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data.
As a Tier 1 Technical Specialist, you'll provide top-tier support across phone, email, and remote sessions to our customers using our Hyperscale Appliance. You'll own and resolve customer issues, prioritize satisfaction, and document cases clearly. This role balances independent problem-solving with collaboration and continuous learning, using internal tools and resources to stay ahead of technical challenges and know when to escalate.
🔧 What You’ll Do:
- Delivering top-tier support for complex, show-stopper issues through phone, email, and remote assistance including working with enterprise customers.
- Work with a variety of infrastructure configurations across different OS’s and hybrid clouds.
- Managing a high volume of cases while ensuring a high rate of successful resolutions.
- Demonstrating the ability to work both independently and collaboratively, crafting optimal solutions to customer issues and ensuring quality outcomes.
- Work with SMEs and the development team to escalate complex cases.
- Engage with internal labs, tools, and the Commvault community.
- Mentor and coach new engineers in the team.
💡 What You Bring:
- 5–8 years in tech support/customer service
- Knowledge of Commvault product portfolio or similar data protection platforms
- Hands-on experience with Linux/Unix and other OS platforms such as on-premises hypervisors (VMware or Hyper-V) and Windows Server.
- Familiarity with cloud platforms (AWS, Azure, GCP) and their different storage solutions such as Azure Blobs, Azure Tables, AWS S3, AWS EFS.
- Intermediate to Advanced understanding of network principles and familiarity with network debugging tools like Wireshark, tcpdump, and others.
- Intermediate to Advanced understanding of one or more of the cloud hypervisors like Azure, AWS / containers like Kubernetes along with the awareness of their interaction with Commvault as a product.
- Experience in storage (SAN/NAS), databases (Oracle, MySQL, etc.), and enterprise apps (Exchange, SQL, SharePoint, Active Directory/Entra ID and Microsoft 365)
- Hands-on experience on any appliance like NetApp/EMC/Nutanix
- Understanding of backup-related issues and experience with tools for OS and application recovery.
- Experience working in SaaS environment is preferable
- Commvault professional advanced certification is a plus
- Strong problem-solving and communication skills
- Ability to learn new technologies and apply this knowledge to troubleshoot various system and application problems.
✨ Why Join Us:
- Career growth, certifications & continuous training
- Inclusive culture and global collaboration
- Wellness benefits, life cover, tuition assistance & more
🔗 Ready to #MakeYourMark?
Apply now and become part of a team that's defining the future of data protection.
Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work.
Commvault’s goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.
For our Candidates to prioritize your security:
Commvault has been made aware of email and/or text correspondence scams that falsely state that the senders are from the Commvault HR team and/or a member of our leadership team. The scammers even conduct false interviews via email or text and then request personal information (name, address, birthdate, social security number, etc.) when returning the signed offer letter. Please note that Commvault does not conduct interviews by email or text, and we will never ask you to submit a W4 via email or prior to your first day of employment.
If you think you have been targeted in this recruiting scam, please reach out to us at wwrecruitingteam@commvault.com. You can also find more tips about job scams and how to avoid them on the FTC’s website.
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