Responsibilities:
• Functions as a technical leader of the Global Customer Success Services organization, addressing technical product questions, resolving technical problems, or advising customers on ways to reduce system outage.
• Possesses expert knowledge and experience of all Veritas products in their competencies and in-depth knowledge of other products and/or platforms.
• Completes certifications (as required) on Veritas products within their specialty along with certifications on operating systems, hardware and or network systems.
• Interacts with customers’ technical leadership and/or management rank, advising them in crisis situations and providing best practice recommendations.
• Provides remote and onsite technical support and communications for high severity issues and technical assistance for product upgrades.
• Drives and assists in customer technical escalations, working on resolutions and leading postmortem discussions.
• Responds rapidly to unplanned events, including after hours for Severity 1 issues.
• Coordinates and expedites support cases with Backline, Engineering, Product Management, and others within Veritas on behalf of the customer.
• Proactively communicates relevant technical information and alerts on known issues, hot fixes, new releases, etc.
• Drives and delivers Customer Success Service Catalog as they are defined, developed, and standardized, including customizing services as per unique customer requirements.
• Creates and presents technical knowledge transfers for all Veritas products in their competencies.
• Be available to travel to a customer site within a reasonable notification and short response time.
• Works alongside Customer Success Manager and internal stakeholders (like Account Executive, Sales Engineer, Consulting, Product Management etc.) to ensure customer satisfaction with Veritas solutions.
• Partners with customers to maximize their investments with Veritas products and increase customer product consumption and satisfaction.
• Communicates professionally and effectively at all organizational levels externally with the customer and internally within Veritas.
Experience:
• Bachelor’s degree (B.A./B.S.) from four-year college or university; or 4+ years related experience and/or training; or equivalent combination of education and experience is required.
• Minimum of 6-8 years overall customer facing experience.
• Minimum of 3-5 years administering or supporting NetBackup, Infoscale or Enterprise Vault software products in an enterprise environment.
• Minimum of 3-5 years administration and technical experience with servers, networking hardware and software, O.S. software (Unix, Linux, Windows), and other information technologies such as SQL, VMWare, etc. is required.
• Certifications such as Veritas Certified Professional (VCP), MCSE, VCAP, RHCE, etc. will be an advantage.
• Willingness to work out of normal business hours without prior notice (upon customer demand) is required.
• Flexibility to travel and spend time away from home at short notice to various customer sites internationally.
• A strongly self-motivated person with the ability to work remotely with minimal supervision is a must.
• Due to frequent customer meetings, technical TOI’s, technical and political escalations, etc., exceptional verbal and written communications skills and being well organized is required.
• Exceptional presentation and proactive customer service mentality is a must.
• Strong analytical and problem-solving skills with the ability to think laterally to provide a solution.
• Keen to learn and keep pace within a rapidly changing environment with the desire to continue learning the latest technologies.
