Escalation Engineer - L4 night Shift 2pm-10pm (MST timezone)

Assured Data Protection•Denver, CO

1d•Remote

About The Position

Assured Data Protection is a global leader in data backup and disaster recovery managed services, specializing in safeguarding against data loss and downtime in the event of a disaster, cyber, or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on-premises and in the cloud, with 24/7/365 expert support. We offer a flexible, consumption-based model to grow with your business, making data protection cost-effective and scalable. Our purpose-built software provides industry-leading monitoring and reporting capabilities to provide actionable insights into your data protection strategy. Our global datacenters ensure data sovereignty, meeting your organisation’s compliance requirements. A dedicated team is always available to recover your data and minimise disruption in the event of a disaster. We are looking for a bright, enthusiastic individual to join our technical support team (night shift 2pm-10pm) as an L4/ Escalation engineer. Responsible for providing advanced technical skills across the majority of disciplines detailed below, including hardware, software, and network-related issues, this position is primarily home-based with the exception of your initial on-boarding and training (daytime hybrid) and occasional travel to our other offices as per mutual agreement.

Requirements

Minimum of 5+ years of experience in a technical support role with a focus on backup and recovery systems.
Highly customer centric with a passion for providing excellent customer service.
Experience of working within a busy customer environment, preferably in a technical and / or service provider area.
Strong interpersonal and communication skills; tactful, diplomatic and sympathetic when dealing with customer problems and showing empathy with customer issues.
Strong analytical skills.
Proactive and forward-thinking approach with the ability to respond and decision make autonomously.
Confident with the ability to interact with members of all support teams including team leaders, managers and directors.
Experience in understanding and diagnosing technical problems at an enhanced level.
An eye for detail, preventing any tickets from breaching SLA’s and the tenacity to ensure others adhere to processes.
A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
Excellent time management / organisational skills; being able to work well in critical or high-pressure situations often single-handedly.
Strong technical expertise in server, network and disk storage systems.
Experience with enterprise backup and recovery systems such as Rubrik, Veritas NetBackup, Commvault, or Veeam a major advantage
Experience with virtualization technologies such as VMware, Nutanix or Hyper-V
Experience with Cloud Technologies
Knowledge of storage area networks (SANs) and network-attached storage (NAS)
Excellent communication skills and the ability to interact with end-users at all levels.
Experience with ticketing systems and SLAs
Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
Data Management technologies (Rubrik, Veeam, Commvault, Nutanix etc)
Performance troubleshooting for compute, network or storage bottlenecks
A solid grasp of IP and subnetting
An understanding of ethernet, switching, cabling and patching.
Windows Servers
Linux/Unix Servers
VSphere Servers
Hyper V Servers
Nutanix Servers
SQL servers (any variety)
Switches
Firewalls
SAN, NAS or DAS Raid Arrays
Public Cloud infrastructure, e.g., Azure, AWS, GCP

Nice To Haves

Deep knowledge of at least some of the technology listed in the 'Desired Technical Experience' section, and possess an interest and willingness to expand technical knowledge in other areas.

Responsibilities

Provide advanced technical support for backup and recovery systems, including hardware, software, and network-related issues
Collaborate with other support teams to resolve complex incidents and service requests.
Troubleshoot and resolve issues related to backup and recovery software, network, and disk storage.
Ensure that backup and recovery systems are operating within defined SLAs.
Document incidents and service requests in the helpdesk system
Provide guidance and training to lower tier support team members and act as a senior escalation point.
Assist in the deployment and configuration of new backup and recovery hardware and software.
Communicate with customers on a technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs.
Develop and maintain internal documentation.
Liaising with suppliers and vendors in relation to customer related issues
Become a subject-matter-expert for one or more of our products or services and be a key reference point for both support and other teams.