Tier 2 Backup & Disaster Recovery Engineer (3rd Shift)
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Some ghost-posting signals
- open for 104 days (90+ without a fill is a strong ghost signal)
- 29 open roles at this company in 30 days (mass-hiring blitz)
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About the role
Responsibilities:
Own support tickets from intake to resolution, adhering to defined SLAs and escalation guidelines while ensuring clear communication and follow-through with customers
Troubleshoot backup job failures, configuration issues, and restore requests with a methodical and detail-oriented approach
Provide frontline support for Veeam, Commvault, AWS Backup, Azure Backup, and related data protection platforms
Actively monitor system alerts and backup job statuses, responding quickly and effectively under pressure
Follow established escalation paths to Platform Owners or SMEs, ensuring smooth collaboration and handoffs
Document all technical steps, findings, and resolutions thoroughly in the internal ticketing system
Collaborate with internal teams to improve platform performance and overall customer experience
Contribute to the team knowledge base by identifying repeat issues and gaps in documentation
Education & Experience:
Minimum 2 years of experience in a technical support or Tier 2 systems/backup engineering role
Proficiency with Veeam or Commvault backup systems
Working knowledge of AWS and/or Microsoft Azure backup services
Strong troubleshooting skills with the ability to manage multiple priorities in a structured, SLA-driven environment
Experience working within defined support workflows and documentation standards
Strong written and verbal communication skills with a customer-focused mindset
Ability to remain composed and effective in high-pressure situations
Preferred Qualifications:
Advanced experience with Veeam, Commvault, AWS, and Azure backup environments
Zerto experience or Zerto Certified Professional (ZCP) certification
Experience supporting BaaS offerings in a service provider or MSP environment
Strong understanding of Windows Server, VMware, networking, and storage fundamentals
Familiarity with ITIL or similar operational frameworks
Process-driven mindset with the flexibility to adapt during critical incidents
Strong attention to detail and commitment to accurate documentation
Shift Schedule:
Thursday - Monday
7:00 pm CT - 4:00 am CT
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