• Strong experience within Technical Support, Customer Support Engineering, Technical Account Management or a similar troubleshooting-focused role
• Hands-on experience supporting enterprise backup, storage or data protection technologies
• Experience working with technologies from vendors such as Commvault, Veeam, Veritas, Cohesity, Rubrik, Dell EMC, NetApp, ExaGrid or similar
• Strong troubleshooting experience across Linux / Unix operating systems
• Good understanding of networking concepts including TCP/IP, UDP, DNS, routing, subnetting and connectivity troubleshooting
• Experience troubleshooting complex enterprise infrastructure and software environments
• Strong experience analysing logs, system behaviour and root causes
• Excellent communication skills, with the ability to speak confidently with both technical and non-technical audiences
• Comfortable taking ownership of complex customer issues and driving them through to resolution
• A genuine passion for troubleshooting and solving difficult technical problems
• A collaborative mindset and willingness to share knowledge with other Engineers
• A strong focus on delivering an excellent customer experience
• A clear passion for learning, development and continuing to grow technically
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Accountabilities

• Own L2/L3 technical support during EMEA business hours, taking complex client issues from initial triage and investigation through resolution and follow-up.
• Investigate technical issues across multiple systems, using transaction data, API logs, account information, and observability platforms to identify root causes accurately.
• Diagnose and reproduce API and integration issues using tools such as Postman, curl, SQL, and system logs.
• Lead Engineering escalations by preparing structured evidence, technical sub-tickets, and clear summaries of client impact so engineering teams can act efficiently.
• Build trusted relationships with clients by providing clear technical guidance, proactive communication, and end-to-end ownership of their issues.
• Identify recurring support patterns, product gaps, integration risks, and potential incidents, proactively sharing findings with Engineering and Product teams.
• Act as a bridge between clients, Customer teams, Engineering, and Product by translating technical issues into clear business and customer context.
• Create and continuously improve runbooks, escalation procedures, troubleshooting guides, and knowledge base documentation.
• Participate in high-priority incident response, maintaining accurate timelines and coordinating client communication during critical incidents.
• Adopt and improve AI-assisted investigation workflows, using AI tools to increase efficiency and developing practical solutions that can benefit the wider technical support team.
• Build or contribute to internal tools and workflows using AI coding assistants and modern development technologies.