Associate Technical Support Engineer

About the role

Druva is hiring an Associate Technical Support Engineer to join its growing team in Pune, Maharashtra, India. This position serves as a frontline technical resource for customers who rely on Druva's cloud data protection and backup solutions. The engineer will be responsible for addressing customer inquiries, diagnosing software issues, and guiding users through resolution steps for backup and recovery operations. This is an excellent opportunity for someone early in their career to build deep expertise in cloud-based data protection technologies while working alongside experienced support professionals. The role demands strong communication skills, a methodical approach to problem solving, and a genuine interest in helping customers succeed with their data protection strategies. Associate engineers will gain exposure to a wide range of customer environments and technical scenarios that build a strong foundation for long-term growth in the IT support field. Candidates should be eager to learn the company's product suite and develop strong troubleshooting skills in a fast-paced support environment.

Key facts

What you'll do

Respond to customer support tickets and diagnose issues with Druva's backup and recovery software.

Guide customers through step-by-step resolution procedures for data protection and restore operations.

Document troubleshooting steps and solutions in the internal knowledge base for future reference.

Escalate unresolved technical problems to senior engineers or product teams when necessary.

Monitor customer environments to identify potential data protection failures before they impact users.

Collaborate with the development team to report recurring bugs and feature requests from the field.

Participate in weekly team meetings to review open cases and share lessons learned from resolved tickets.

Assist in testing new software releases and provide feedback on support-related concerns.

Maintain a high level of product knowledge by studying documentation and attending internal training sessions.

Ensure timely closure of support cases while meeting customer satisfaction and resolution time targets.

Support the onboarding of new customers by helping them configure their Druva environments correctly.

Troubleshoot network connectivity issues that may affect backup job execution or data synchronization.

Coordinate with the quality assurance team to reproduce reported issues and provide detailed reproduction steps.

Contribute to continuous improvement efforts by suggesting process enhancements and automation opportunities within the support workflow.

Requirements

Bachelor's degree in computer science, information technology, or a related technical field from an accredited university.

Familiarity with operating systems such as Windows and Linux at an intermediate level is required.

Understanding of networking fundamentals including TCP/IP, DNS, and firewall concepts is essential for this position.

Ability to communicate technical information clearly to non-technical customers over phone or chat channels.

Willingness to work in a shift-based support schedule to cover global customer time zones.

Basic experience with cloud platforms or SaaS applications is preferred but not strictly mandatory.

Strong attention to detail and the ability to follow documented procedures accurately and consistently.

Minimum one year of hands-on experience in a technical support or help desk role.

Comfortable working in a fast-paced environment where multiple support cases may need attention simultaneously.

Proficiency in English is necessary for clear written and verbal communication with international customers.

Nice to have

Experience with data backup, disaster recovery, or storage area networks in a production environment.

Knowledge of virtualization technologies such as VMware or Hyper-V is a strong advantage for this role.

Exposure to ticketing systems like ServiceNow or Zendesk for case management and tracking.

Industry certifications such as CompTIA A+, Network+, or equivalent vendor-specific credentials are valued.

Prior experience working in a managed service provider or IT outsourcing environment is beneficial.

Skills & tools

Proficiency with customer relationship management and ticketing platforms.

Command-line proficiency in at least one Linux distribution.

Understanding of SQL queries for database troubleshooting and log analysis.

Familiarity with remote desktop and remote access tools for on-site customer support.

Experience with version control systems and software deployment workflows.

Working knowledge of security best practices including encryption and access control.

Familiarity with backup and replication protocols used in enterprise data protection scenarios.

Practical notes

The role is based in the Pune office and requires on-site presence during regular business hours.

Candidates should be prepared to undergo a background check and provide identity verification before starting.

The hiring process includes a technical screening round followed by one or more interviews with the support team lead.

Applicants must be authorized to work in India without requiring employer-sponsored visa sponsorship.

This is a full-time position with a standard work schedule; occasional overtime may be required during critical incidents.