Druva · 1 day ago
Senior Staff Technical Support Engineer
United States
Full-time
Remote
Senior Level, Lead/Staff
$131K/yr - $183K/yr
8+ years expDruva is the leading provider of data security solutions, empowering customers to secure and recover their data from all threats. The Senior Staff Technical Support Engineer will provide technical support for Druva products, ensuring customer success and satisfaction while collaborating with various teams to deliver superior service and support.
Cloud Data ServicesCloud SecurityComplianceData ManagementData StorageEnterprise SoftwareSaaSSoftware
Responsibilities
Communicate directly and effectively with internal and external organizations to conduct customer issue investigations and deliver root cause analyses, workarounds, and permanent fixes
Support strategic & premium accounts in resolving product/environment issues
Proactively identify opportunities to simplify work and create training plans and SOPs
Develop and document product troubleshooting runbooks, including developing any tools/scripting necessary, to minimize customer impact and reduce support effort related to product issues
Act as an escalation point, research, troubleshoot, and assist customers and other support engineers with the resolution of technical problems where predefined patterns may not exist (e.g., new feature sets or workflows where documentation hasn’t been created or fit into the defined framework, etc.)
Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships
Liaise with Product R&D and Product Management teams on technical discussions as required to ensure tracking and resolution of bugs and fixes
Coordinate with Quality Assurance and Engineering teams to aid in identifying, reporting, and resolving product defects
Comfortable working in and assisting others through applications, such as Salesforce in addition to other remote access desktop programs
Experience analytical and problem-solving skills, with the ability to establish and maintain confidence and take ownership of issues
You are dedicated to resolving complex technical problems, multitasking, and being a customer advocate to achieve customer success
Qualification
Required
Bachelor's degree preferably in a technical field and 8+ years' relevant work experience or equivalent combined training & experience
Excellent communication skills, both written and verbal. Prior Experience in communicating with Enterprise, Service Provider, or SMB customers
Good understanding of backup and recovery concepts
Administrative experience in Operating Systems - Windows, Linux/Unix, MAC OS
Knowledge and understanding of cloud infrastructure - AWS
Administration & Maintenance Knowledge of Microsoft 365
Administration & Maintenance Knowledge of Dynamics 365
Administration & Maintenance Knowledge of PowerApps
Administration & Maintenance Knowledge of G Suite
Administration & Maintenance Knowledge of Salesforce
Working knowledge of Active Directory and API
Proficient with troubleshooting a wide variety of applications using standard tools (etc. Wireshark, tcpdump, procmon, perfmon, OpenSSL)
Experience building customer-facing documentation
Exceptional Documentation and escalation management skills
Experience with Engineering escalation interaction and driving product issues to closure, with 3 WHYs concept
Mindset of solving problems via tech, skill gap analysis and product improvement identification
Contribute to the professional development of colleagues, broadly sharing your knowledge by presenting to internal or external audiences and publishing high-quality documents. Continuously enhancing knowledge through training and e-learning courses
Benefits
Health and wellness benefits
401(k) retirement plan
Life and disability insurance coverages
Other benefits the Company may offer from time to time
Company
Druva
Druva delivers a SaaS-based platform to protect and manage enterprise data across endpoint, data center and cloud workloads.
1001-5000 employees
H1B Sponsorship
Druva has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (15)
2024 (10)
2023 (12)
2022 (6)
2021 (12)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$475MKey Investors
La CaisseViking Global InvestorsRiverwood Capital
2021-04-19Series H· $147M
2019-06-19Series G· $130M
2017-08-22Series F· $80M
Leadership Team
Jaspreet Singh
Founder & CEO
Colin Born
SVP, Corporate Development & IR
Recent News
2025-10-27
Morningstar.com
2025-09-19
Company data provided by crunchbase