Technical Support Engineer (AI-Infused BCDR & SaaS Protection)

Job Description: Technical Support Engineer (AI-Infused BCDR & SaaS Protection)

Role Overview

We are seeking a highly skilled and versatile Technical Support Engineer to join our AI-driven backup and recovery division. You will be responsible for ensuring the data integrity and business continuity of our global clients by supporting our top three volume-driving suites: BCDR, Unitrends, and SaaS Protection. The ideal candidate is a hybrid systems administrator and networking enthusiast who thrives on deep-dive troubleshooting across diverse environments, from legacy on-premise hardware to modern SaaS cloud ecosystems.

Core Responsibilities

• Tiered Support Excellence: Provide end-to-end technical support for BCDR appliances, Unitrends environments, and SaaS Protection platforms (M365, Google Workspace, Salesforce).
• System Diagnostics: Perform advanced troubleshooting of BIOS/UEFI boot issues, system diagnostics, and hardware failures in both server and workstation environments.
• Cross-Platform Administration: Manage and troubleshoot Windows Server (Active Directory, Group Policy, ACLs) and various Linux/UNIX distributions.
• Virtualization Management: Support backup and recovery operations within VMware and Hyper-V environments.
• Infrastructure Analysis: Analyze complex system logs (/var/log/, application logs) and utilize CLI tools (PuTTY, SSH, SQL) to resolve data inconsistencies.
• Network & Security: Diagnose connectivity issues involving TCP/IP, DNS, and firewalls; identify latency or packet loss using nmap, traceroute, and ping.
• Storage Optimization: Configure and troubleshoot RAID, NAS, and SAN storage arrays to ensure backup performance and reliability.

Technical Requirements

Operating Systems & Virtualization

• Expertise in Windows Server, MacOS, and Linux/UNIX.
• Proficiency in VMware and Hyper-V virtualization.
• Deep understanding of file systems (NTFS, FAT, ext4) and permission structures.

Networking & Security

• Comprehensive knowledge of the OSI Model, DNS, DHCP, and HTTP/HTTPS.
• Experience with firewall rule configuration and troubleshooting.
• Ability to diagnose network health using standard CLI tools.

Backup & Storage

• Hands-on experience with BCDR strategies, backup schemes, and disaster recovery testing.
• Familiarity with Enterprise Storage (SAN, NAS, Tape, USB) and RAID configurations.
• Knowledge of virtual storage concepts.

Applications & Databases

• Basic administration of MS Exchange Server and Oracle technologies.
• Proficiency in SaaS backup protocols for Microsoft 365, Google Cloud Platform (GCP), and Salesforce.

Key Competencies

• Problem Solver: You don't just fix the symptom; you find the root cause in the logs.
• Adaptable: Comfortable switching between a Linux terminal and a Windows Active Directory controller.
• Communicator: Able to translate complex technical recovery steps into clear instructions for clients during high-pressure downtime events.

Preferred Experience

• Experience using SQL commands for database-level troubleshooting.
• Familiarity with AI-driven automation tools in a backup/recovery context.
• Relevant industry certifications (e.g., CompTIA Server+, VCP, or Microsoft Certified: Azure Administrator).