• Provide Tier 1–2 technical support for macOS and Windows devices, including troubleshooting hardware, OS, and application issues. • Assist users with setup, configuration, and maintenance of laptops, peripherals, and collaboration tools. • Support remote employees across multiple time zones using remote-access tools and ticketing systems. • Administer and support core SaaS platforms (e.g., Microsoft 365, Slack, project management tools, identity providers). • Troubleshoot login, access, and integration issues across cloud services. • Maintain user accounts, permissions, and security settings in line with established policies and least-privilege principles. • Support device management and compliance using MDM tools (e.g., Jamf, Intune, Kandji, or similar) across Mac and Windows fleets. • Assist with security monitoring, patching, and incident response workflows, escalating issues where appropriate. • Help enforce security standards, including MFA, password policies, and data-handling guidelines for a distributed team. • Maintain accurate documentation of processes, troubleshooting steps, and system configurations. • Contribute to IT knowledge base articles and user guides to enable self-service and consistent support. • Assist with onboarding and offboarding, including provisioning and deprovisioning accounts, devices, and access to core systems. • Collaborate with IT and security leadership on continuous improvement of tools, workflows, automation, and internal service quality.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are looking for a Level 2 Support Engineer with a genuine passion for all things tech to join our expert and super-friendly Server team. - Working independently and in a team to come up with optimal solutions for customer problems - Strong written and verbal communication skills - Providing best-in-class phone based support for a variety of complex, time critical issues - Using and sharing your knowledge of a wide range of technologies, focusing on: - Windows Server operating systems - Networks - Hardware and Application troubleshooting via event logs - Acquiring process crash dumps - Analyzing network packets - Making registry changes - Understanding Windows firewall and VSS - Working remotely on enterprise level customer sites and secure sites - Recreation of problems in an internal lab environment and ability to provide Root Cause Analysis - Contributing to knowledge base and online forums - Ability to multi-task with strong time management skills - Continuous professional development and maintaining technical expertise via training and certifications Qualifications - Support, Systems Administrator or Systems Engineer background - Advanced administration and troubleshooting skills in Windows Server environments - Proven experience of Networking and troubleshooting connectivity, Name Resolution, and performance based issues with OS and/or hardware - Understanding of Microsoft clustering technologies and experience with SAN Storage - Experience with applications such as: - Microsoft SQL, 2008-2014 Installation, administration and troubleshooting, Basic SQL scripting - Working knowledge of VMware/Hyper-V - Microsoft Internet Information Services (IIS), Apache Tomcat Requirements - US based position - Position will require working with some federal customers - A bit of a technical whizz who loves to know and learn “how things work” - Enjoy troubleshooting and resolving complex problems and help customers across the globe fix their issues and make their day - Real desire to provide extraordinary customer experience (that is why our APAC Support Team receives 98% customer satisfaction score!) Benefits - Competitive salary range: $72,250 - $140,300 USD - Comprehensive health insurance - 401(k) with company match Company Description 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. - Commvault is recognized as a leader in the Gartner Magic Quadrant for Data Centre Backup and Recovery Software. - Global headquarters in Tinton Falls, NJ, with additional offices supporting customers globally across the Americas, EMEA & APAC.

• Provide leadership for the technical staff. • Interface with Engineering teams on customer-impacting fixes and enhancements. • Recruit and develop support staff. • Drive team metrics and performance. • Lead efforts to implement top-tier technical support services, knowledge base content, best practices, and methodologies. • Foster a customer-centric mindset to understand and address enterprise customer needs. • Ensure end-to-end ownership of critical customer incidents and escalations. • Lead critical situations to manage and optimize the customer experience. • Implement data-driven strategies to enhance operational efficiency and workload distribution. • Collaborate with Product, Engineering, Sales, and Professional Services teams. • Translate customer feedback into tangible service improvements. • Promote knowledge sharing and prepare teams for new feature releases.

• Respond to client emails in clear, professional English (AI-assisted but human-reviewed) • Use Jira Service Management and Jira Software to log bugs, change requests, and technical clarifications • Develop strong contextual awareness of platform workflows, data flows, and business logic • Identify whether an issue is user error, configuration issue, data problem, or system defect • Execute basic corrective actions when possible (data validation, configuration checks, structured guidance) • Escalate structured, well-documented tickets to the development team when required • Raise change requests based on recurring client feedback • Detect potential bugs, inconsistencies, or edge cases from client reports • Use AI tools responsibly to enhance communication clarity, documentation quality, and issue analysis