mployment Type : 12 Month Fixed Term Contract - RENEWABLE
Employment Location : Indonesia

Working Hours:
Monday to Friday, 9m to 5pm Indonesia Business Hours

Note: This role is primarily a remote support role. When needed, the engineer is expected to visit the customer for
meetings/delivering root cause or any escalations. The schedule to visit is to be planned and in agreement with the
customer.


Essential Functions:
• Contribute to the effective and efficient handling of all levels of technical support issues/cases from basic
user questions to issues requiring more in-depth technical and problem-solving skills
• Listen to customer concerns and issues, uses appropriate troubleshooting and problem analysis techniques
to isolate the root cause of the problems, and recommend / implement appropriate solutions to resolve
the problem.
• Independently diagnose and resolve problems within our sphere of the customer environment
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team
• Research, troubleshoot and resolve escalated customer issues
• Provide prompt and accurate feedback to customers
• Requires the individual to exercise excellent judgment, at a faster-than average pace, while paying
extremely close attention to detail and courtesy
• Ensure proper recording and closure of all issues
• Interact with various internal teams such as escalations, engineering and facilitate communication
between customers and other teams
• Contribute technical content to Rubrik’s leading Deployment Guides, Knowledge Base, FAQ’s etc.
• Demonstrate case management skills for each case by resolving various issues quickly and proactively
involving resources as needed to achieve high customer’s satisfaction.
• Provide support to customers, partners, and distributors in local language and communicate in English
internally within the organisation across various teams such as Support, Engineering and Product teams

 

Desired Skills and Experience:

• 6+ years doing enterprise technical support in storage or backup verticals, including advanced issues such
as snapshots, replication, data recovery, networking, and VMware administration
• Must have outstanding problem-solving skills
• Must have good technical knowledge of VMware, backup methodologies, and Linux
• Experience with scripting languages (Python, Perl...) is a big plus
• Should be comfortable filing bugs and working with internal teams to articulate problem scenarios for
reproducing issues
• A Bachelor’s degree in Computer Science or Engineering is preferred or with relevant experience
• Language (verbal and written): Bahasa and English.