Information Technology Support Engineer

*Position -* *Technical support Engineer**Work location - Kuala Lumpur**Contract duration - 1 Year (Can be Extendable or renewable)**Work mode- Hybrid**Shift timings - Normal**Role Summary*-The *Commvault Technical Support Engineer* delivers expert technical support to enterprise customers using Commvault’s data protection, backup, and recovery solutions. This role requires advanced troubleshooting skills, strong communication, and the ability to resolve complex technical issues across diverse environments including servers, storage, networks, and virtual infrastructures.*Key Responsibilities*-1. Provide advanced technical support for the full suite of Commvault backup and recovery products, both remotely and on-site.2. Diagnose and resolve complex software, hardware, networking, and application issues using remote support tools.3. Monitor and manage backup operations, disaster recovery plans, and storage utilization to ensure efficiency and reliability.4. Document troubleshooting steps, solutions, and technical procedures for internal knowledge sharing and customer reference.5. Perform root cause analysis and escalate software bugs or enhancement requests to product engineering teams.6. Participate in lab testing, simulations, and product beta programs to support innovation and product improvement.7. Deliver exceptional customer service via phone, email, and online platforms, ensuring high levels of satisfaction.8. Collaborate closely with product development and engineering teams for complex issue resolution.9. Stay current with updates in Commvault products, emerging backup technologies, and compliance standards.*Qualifications*- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.- 3–5 years of experience in technical or customer support within enterprise backup and recovery environments.- Proven expertise with Commvault software; experience with alternative solutions (e.g., Veritas, Veeam, NetBackup, Avamar) is a plus.- Strong hands-on skills in Windows Server, Linux, VMware/Hyper-V, and network troubleshooting (TCP/IP, DNS, etc.).- Experience with implementation, configuration, and monitoring of enterprise backup solutions.- Excellent written and verbal communication skills in English and Chinese or English and Japanese.*Desired Skills*Commvault Suite: Backup, Restore, and Disaster RecoveryVMware and Hyper-V AdministrationData Backup, Archiving, and Retention ManagementDisaster Recovery Planning and TestingTechnical Documentation and Incident ReportingStrong Analytical and Problem-Solving AbilitiesCustomer-Centric Approach with a Focus on Quality Support