Senior Principal Customer Success Engineer

About VERITAS

Veritas Technologies solves what no one else can. As the leader in secure multi-cloud data management, over 80,000 customers – including 91% of the Fortune 100 – rely on Veritas to help ensure the protection, recoverability, and compliance of their data.

Veritas has a reputation for reliability at scale, which delivers the resilience its customers need against the disruptions threatened by cyberattacks, like ransomware. No other vendor is able to match Veritas’ ability to execute, with support for 800+ data sources, 100+ operating systems, 1,400+ storage targets and 60+ clouds through a single, unified approach. Powered by Cloud Scale Technology, Veritas is delivering today on its strategy for Autonomous Data Management that reduces operational overhead while delivering greater value. Learn more at Veritas.com.

Veritas’ Customer Success Organization is responsible for ensuring that Veritas’ customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship. The team includes Customer Success Management, Business Critical Services, Global Customer Support, Global Technical Enablement, and Licensing Services.

The Business Critical Services (BCS) Premier organization is our best Support Services offering that provides the highest level of technical support and services to our top enterprise customers. BCS Premier is designed to help simplify, maximize and protect a customer’s IT environment. In the Business Critical Services Division, you will provide the highest level of technical services to our top enterprise customers who purchase premium contracts. BCS Premier customers depend on us to assign highly technical engineering and account management resources to help them maximize value out of their investment.

Responsibilities:

Provide large Strategic Accounts in EMEA Region with the following services, but not limited to:

• Expert Knowledge of the EV, eDiscovery & Data Insight product family’s (Data Compliance)
• Provide remote and onsite technical advice relating to EV, eDiscovery & DI product families to customers for high severity issues.
• Drive/assist in technical customer escalations and case resolution
• Be available to travel to a customer site within a 12-24 hour notification response time frame
• Work alongside Services Account Managers and Sales Teams to ensure customer satisfaction with Data Compliance product stacks.
• Partner with Enterprise customers to maximize their investments with Data Compliance and increase product consumption and satisfaction
• Provide technical assistance with onsite and remote product upgrades
• Respond rapidly to unplanned events, including afterhours for Severity 1 issues
• Coordinate and expedite support cases with Backline, Engineering, Product Management, and others on behalf of the customer
• Proactively communicate relevant technical information and alerts on known issues, hot fixes, new releases, etc.
• Provide Proactive Services as they are defined, developed, and standardized
• Communicate professionally and effectively at all organizational levels externally with the customer and internally.

Travel Percentage 25-50%

#LI-RP

At Veritas, we care about the causes close to your heart and enable you to volunteer, donate, and do good. If you only meet some of the asks for this role, that's OK! We value a diverse range of backgrounds and ideas and believe a more diverse and inclusive workforce makes a winning team. If you have the curiosity to learn and appetite to teach what you know, we encourage you to apply. Come as you are! Interested? Apply and find out more about #TeamVeritas!

Qualifications:

• Proven customer facing experience
• Strong years administering or supporting EV, eDp DI software products in an Enterprise environment
• Administration technical experience with Servers, networking hardware and software, OS software (Unix, Linux, Windows), and other information technologies such as SQL, Virtualization, etc. is required.
• Certifications such as Certified Professional (VCP), MCSE, VCAP, RHCE, etc. are a definite plus.
• Willingness to work out of normal business hours without prior notice (upon customer demand) is required.
• Ability to travel to customer sites with minimal notice (less than 12-24 hours) is required.
• A strongly self-motivated person with the ability to work remotely with minimal supervision is a must.
• Provide technical TOI’s, and readouts, etc,
• Exceptional verbal and written communications skills and being well organized is required.
• Exceptional presentation and proactive customer service mentality is a must.