北京招聘

Major Job Responsibilities

- Provides NetBackup & Appliance product technical support to field engineers, technicians, product support and customers when first-line product support has failed to identify or fix equipment or software issues.

- Documents and reports design, reliability and maintenance issues. Analyzes technical support problems and identifies customer and internal needs. Considered product subject matter experts.

- Document the solutions to known issues, through Knowledgebase documents, product training, and white paper authoring. Advocate customer requests, troubleshoot and resolve complex, critical and sensitive support issues, and participate in conference call escalations to provide next level issue resolution for Platinum customers.

- Verify and duplicate customer issues. Prioritize open issues, define and track bugs for Development, and offer innovative ideas to improve product quality. Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products.

- Research a wide variety of technical subjects including operating systems, Veritas software, and security and third-party applications.

- Provide product training, workshops and technical mentoring to regional support groups. Provide on-call support for 24x7/Follow the Sun for Sev1 & Sev2 issues. Uses professional concepts and company policies and procedures to solve a variety of problems.

- Full use and application of standard principles, theories, concepts, and techniques. Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action.

Qualifications and Education

- Bachelor's Degree, or a minimum of five years technical support experience, or three years technical experience plus certification(s) (i.e. MCSE, RHCE, CCNP) that sufficiently demonstrates ability to analyze, meet deadlines, and problem solve in a product support environment.

- The Ideal candidate will be fully familiar with Veritas products and architecture, able to troubleshoot and identify complex network and software issues.

- Direct customer support experience is essential.

- Exceptional verbal and written communication, customer service, and troubleshooting skills are required for this position as well as organizational skills, high-level troubleshooting, and the ability to meet deadlines.

- Desired Skills include: Oracle, VMware, SAN, Exchange, SQL Server, Windows based Servers, Unix/Linux based Operating Systems, DNS, TCP/IP, routing and IPX/SPX Networking and a working knowledge of network and storage.

    Veritas Technologies 旨在助力各种规模的企业探索信息的真相 — 信息是企业最重要的数字资产。通过使用 Veritas 平台，客户可以加速实现数字化转型，应对日益紧迫的 IT 和业务挑战，例如多云数据管理、数据保护、存储优化、合规遵守准备，以及工作负载转移等，并且不受云供应商的限制和锁定。目前，94% 的财富 100 强企业都在依靠 Veritas 所提供的解决方案来获得数据洞察，从而提高企业竞争优势。
    公司拥有国际化的办公环境，国内外优秀技术团队跨区域合作交流，努力打造文化多元包容、人才储备丰富的员工队伍。