Technical Support Specialist

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia LanceSoft, Inc. Full time 60,000 - 80,000 per year

Key Responsibilities

* Troubleshoot and resolve customer issues for the full suite of Commvault backup and recovery products, both remotely and on-site[2][5].

* Diagnose and resolve software, hardware, networking, and application problems using remote desktop and support tools[6][1].

* Manage and monitor backup operations, disaster recovery plans, and storage utilization, ensuring efficiency and reliability[1].

* Document technical procedures, support case notes, and solutions for customer issues.

* Perform root cause analysis and escalate software bugs or product enhancements as needed[2].

* Contribute to labs, simulations, and product beta testing initiatives[2].

* Provide best-in-class support via phone, email, and online forums, maintaining high customer satisfaction.

* Coordinate with product development and engineering teams for advanced troubleshooting and resolution.

* Maintain up-to-date knowledge of changes in Commvault products, emerging backup technologies, and compliance requirements.

Qualifications

* Bachelor's degree in Computer Science, Information Technology, or equivalent relevant experience[1].

* Minimum 3-5 years' experience in technical/customer support, preferably within enterprise data backup and recovery environments[2].

* Solid hands-on expertise with Commvault software; familiarity with alternative backup tools like Veritas, Veeam, NetBackup, or Avamar is a plus[1][2].

* Strong troubleshooting skills in Windows Server, Linux, VMware/Hyper-V, and networking fundamentals[2][1].

* Experience with implementation, configuration, and monitoring of enterprise backup solutions.

* Excellent written and verbal communication skills Mandarin and English

Desired Skills

* Commvault Suite (Backup, Restore, Disaster Recovery)

* VMware, Hyper-V administration

* Data backup and archive management

* Technical and incident documentation

* TCP/IP, DNS, and network troubleshooting

* Disaster recovery planning and testing

* Customer-first attitude and problem-solving mindset.

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