Druva · 1 day ago
Staff Technical Support Engineer
United States
Full-time
Remote
Senior Level, Lead/Staff
$105K/yr - $147K/yr
8+ years expDruva is the leading provider of data security solutions, empowering customers to secure and recover their data from all threats. The Staff Technical Support Engineer will be responsible for providing technical support for Druva products, ensuring customer success and satisfaction, and collaborating with various teams to deliver superior service and support.
Cloud Data ServicesCloud SecurityComplianceData ManagementData StorageEnterprise SoftwareSaaSSoftware
Responsibilities
Act as a collaborative team member to resolve issues together
Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term
Analysis of exceptions and logs to isolate root cause and help in product’s usability and improve end-user experience
Ensure that knowledge management and data capture processes are adhered to and encourage and help convert technical solutions to Knowledge base articles
Approaching complex technical issues with varying perceptions and making use of opportunities to create and implement productivity tools
Ensure all issues are resolved or escalated to the proper resources to resolve them in a timely fashion. Additionally, this individual will manage communications with customers at all levels to maintain positive relationships
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Follow troubleshooting methodology to diagnose, root cause, and resolve customer issues, also be able to recreate the issue in-house
Continuously enhancing knowledge through training and e-learning courses
Coordinate with Quality Assurance and Engineering teams to aid in identifying, reporting, and resolving product defects
Comfortable working with remote support tools and case management systems like Salesforce, JIRA, Zoom &, etc
Meeting Service Level Agreements metric for all customer channels
Qualification
Required
Bachelor's degree preferably in a technical field
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, Solaris, Unix
Knowledge and understanding of cloud infrastructure - AWS, VMware Cloud, or any public cloud provider
Server Backup applications and troubleshooting knowledge of security
Proficient with troubleshooting a wide variety of applications using standard tools (etc. Wireshark, tcpdump, procmon, perfmon)
Fundamental knowledge of storage technologies (SCSI, SAN, iSCSI, NAS, etc.)
Hands-on experience in VMware, HyperV & Nutanix technologies
VMware certified professional
NUTANIX enterprise administrator
Knowledge of backup and recovery concepts on Microsoft SQL, Oracle
Ability to troubleshoot issues involving communication between multiple SaaS and on-premise applications
Experience building customer-facing documentation
Preferred
Experience with deployment and configuration is a plus
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