Senior Technical Support Engineer

Summary

Join Bocada's growing international team as a Senior Technical Support Engineer! This remote position, supporting primarily European and US clients, requires working during Brazil's business hours with some overlap for US team meetings. You'll provide high-quality technical support for enterprise customers in Windows and SQL Server environments, acting as an expert problem-solver and exceptional communicator. This high-impact role is key to maintaining customer satisfaction and offers a career path in technical account management or sales engineering. Bocada's support organization handles all post-sales customer engagement, including installations, support cases, feature adoption, and subscription renewals. The ideal candidate will be a highly skilled technical professional with a proven track record of success.

Requirements

• Backup product experience: Spectrum Protect, Veeam, Azure Backup, NetBackup, Commvault, Data Protector, Avamar, Networker, NetApp, Rubrik, Cohesity, Druva, RMAN, Data Domain, AWS backup, etc
• Bachelor’s degree in a technology field required and a minimum of 10 years of experience in any combination of technical account management, support engineering, systems engineering, software deployment, or IT operations
• Fluent in English with excellent written & verbal communication skills
• Growth mindset; Experience working in a startup environment
• Relationship oriented, credible with the customers
• Troubleshooting skills including debugging, analytical capabilities, incident history diagnosis (e.g. when did it last work, what has changed etc.)
• Broad ranging technical skills to include understanding of systems, databases, networks, security, firewalls, etc. Experience with enterprise applications on Windows Server OS and Networking, such as DNS, IP and firewall ports knowledge
• Proactive communication skills. Strong customer service and customer engagement skills including communication, the ability to influence customers and ability to get stuff done in the face of complex processes
• Ability to organize and prioritize based on customer input, development schedules and resources and internal priorities and relay such priority and status updates to customers
• Understanding of software development processes, release schedules and activities; a team player who can work with customers, Sales, support, and development engineers

Responsibilities

• Provide Teams and email-based support for Bocada software. Proactively track issues, report status and ETA, manage customer expectations, and escalate as appropriate
• Develop an excellent understanding of the Bocada product
• Respond to and track customer-originated incidents or tickets in the company support portal (currently salesforce.com). Track all customer interactions in the Bocada CRM
• Track and report on success criteria and customer KPIs Participate in monthly/quarterly business reviews with key customers
• Troubleshoot and analyze software & systems issues. Conduct root-cause analysis for technical issues and find workarounds & solutions
• Actively participate in technical discussions with the customer to identify use cases, technical enhancements in the product and provide actionable inputs to the internal teams (Product Team, Engineering, etc.)
• Create and update customer-facing documentation such as How-To-guides, knowledge base articles, FAQs including troubleshooting steps, and problem resolution steps
• Drive increased product adoption by recommending the use of features, identifying training needs for customers, performing health checks for the customer, demoing product features, and driving software upgrades
• Understand your customer and key people in their organization and actively identify growth opportunities
• Research and recreate customer-reported issues. Interpret customer descriptions of issues and escalate to Development when research is fully exhausted
• Identify customer requested features and defects and file them in the Azure DevOps for the engineering team. Take full ownership of following up with the engineering team to drive quicker turnaround times on customer issues
• Advocate on behalf of customers in the product development and prioritization processes
• Work with the customers to deploy hotfixes, and new software releases

Preferred Qualifications

• Database familiarity such as SQL Server / Oracle / PostgreSQL and ability to do SQL queries
• Programming or scripting abilities

Benefits

Remote work