Technical Support Engineer Job in Druva

Job Title: Technical Support Engineer

Company: Druva

Location: Pune, Maharashtra, India

About Druva:

Druva enables cyber, data, and operational resilience for organizations worldwide with the Data Resiliency Cloud the industry s first and only SaaS solution at scale. Druva simplifies data protection, streamlines governance, and delivers data insights, helping customers accelerate cloud adoption. Trusted by thousands of enterprises, including 60 of the Fortune 500, Druva eliminates complex infrastructure and management costs, delivering robust data resilience across multiple geographies and clouds.

About the Role:

Join Druva s Global Customer Support team, a group of highly skilled engineers dedicated to resolving complex technical issues and enhancing the customer experience. As a Technical Support Engineer, you ll be on the front lines of delivering exceptional support for Druva s innovative cloud-based data protection products. This role offers a dynamic and challenging environment where you ll develop your skills while directly impacting customer success and satisfaction.

What You ll Do:

• Provide technical support for Druva s products as part of a 24x7x365 global support team.
• Collaborate with team members to troubleshoot and resolve complex technical issues.
• Analyze logs and exceptions to identify root causes and improve product usability and customer experience.
• Contribute to knowledge management by documenting solutions as Knowledge Base articles.
• Develop and implement productivity tools to tackle complex technical challenges.
• Escalate unresolved issues to appropriate teams while maintaining clear communication with customers at all levels.
• Follow established troubleshooting methodologies to diagnose, reproduce, and resolve issues.
• Engage in continuous learning through training and e-learning courses.
• Work closely with Quality Assurance and Engineering teams to identify, report, and resolve product defects.
• Utilize remote support tools and case management systems such as Salesforce, JIRA, and Zoom.
• Meet and exceed Service Level Agreements (SLAs) for all customer support channels.

Who You Are:

Minimum Qualifications:

• Bachelor s degree in a technical field or equivalent experience.
• 3+ years of relevant technical support or similar experience.
• Strong written and verbal communication skills.
• Good understanding of backup and recovery concepts, including disaster recovery, backup types, and replication.
• Experience with Operating Systems administration: Windows, Linux, Solaris, Unix.
• Familiarity with cloud infrastructure such as AWS, VMware Cloud, or other public cloud providers.
• Knowledge of server backup applications and troubleshooting security-related issues.
• Skilled in troubleshooting using tools like Wireshark, tcpdump, Procmon, Perfmon.
• Basic understanding of storage technologies (SCSI, SAN, iSCSI, NAS).
• Hands-on experience with VMware, Hyper-V, and Nutanix technologies.
• VMware Certified Professional (preferred).
• Nutanix Enterprise Administrator certification (preferred).
• Knowledge of backup and recovery for databases like Microsoft SQL and Oracle.
• Ability to troubleshoot integration issues between SaaS and on-premises applications.
• Experience creating customer-facing documentation.
• Experience with deployment and configuration is a plus.

If you are passionate about customer success, technical problem-solving, and working with cutting-edge cloud technology, Druva offers an exciting environment where you can grow your career and make a tangible impact.