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.
We are looking for an experienced Customer Support Engineer in UK OR Italy to join our highly skilled and collaborative Server Focus Group. The Server team has a primary focus on the CommServe and the technologies that underpin it. This includes troubleshooting complex issues involving authentication, security, networking, SQL databases, workflows, and associated web services.
As a senior member of the team, you will work directly with enterprise customers to investigate critical issues, drive root cause analysis, and collaborate closely with Engineering and Product teams to deliver timely resolutions. You'll be part of a team that values technical excellence, continuous learning, and delivering outstanding customer experiences.
Position Responsibilities
- Provide advanced technical support for complex issues relating to the Commvault CommServe platform and associated technologies.
- Troubleshoot problems involving:
- Workflows and Automation
- Reporting and Monitoring
- Authentication and Authorization
- Security and Role-Based Access Control (RBAC)
- Commserve Administration and Configuration
- Networking and Connectivity
- Analyse logs, diagnostics, SQL queries, and application behaviour to identify root causes and resolve customer issues.
- Deliver best-in-class support for business-critical and time-sensitive customer situations.
- Work independently and collaboratively with global teams to identify and implement effective solutions.
- Recreate customer-reported issues within internal lab environments and provide detailed Root Cause Analysis (RCA).
- Support and troubleshoot CommServe-related web technologies including Microsoft IIS and Apache Tomcat.
- Collaborate closely with Development, Engineering, and Escalation teams to drive successful customer outcomes.
- Contribute to technical documentation and knowledge base articles.
- Mentor and support other engineers through knowledge sharing and technical leadership.
- Manage multiple customer engagements while maintaining excellent communication and organizational skills.
- Continuously develop technical expertise through self-learning, training, certifications, and hands-on experience.
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Position Requirements
- Hands-on experience supporting and troubleshooting the Commvault platform in a Technical Support, Professional Services, Systems Administration, or similar customer-facing role.
- Strong understanding of CommServe architecture and core Commvault platform functionality.
- Proven experience troubleshooting:
- Authentication and Authorization
- Security and Access Controls
- Platform Administration and Configuration
- Strong working knowledge of Microsoft SQL Server, including:
- Installation and Administration
- Troubleshooting Performance and Connectivity Issues
- Basic SQL Query Analysis
- Solid understanding of networking concepts including:
- TCP/IP
- DNS
- Firewalls
- Name Resolution
- Connectivity and Performance Troubleshooting
- Experience supporting Microsoft IIS and/or Apache Tomcat.
- Strong analytical and troubleshooting skills with the ability to investigate complex technical issues and determine root cause.
- Excellent written and verbal communication skills in English (additional languages beneficial but not required).
- Proven ability to manage multiple priorities while providing an exceptional customer experience
