Lead Support Engineer – Backup & Recovery

Lead Commvault Support Engineer – Backup & Recovery ( Mandarin Speaker only)

Employment Type: Permanent – Global MNC
Work Location: PJ, Selangor
Work Mode: Hybrid
Compensation: 13-Month Salary + Annual Performance Bonus
Mandarin Speaker only

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Role Overview

We are looking for an experienced Lead Commvault Support Engineer – Backup & Recovery with strong current hands-on technical expertise in enterprise backup, recovery, and disaster recovery environments.

This is not a coordination-only or Project Manager role. The successful candidate must be technically hands-on and capable of personally troubleshooting complex Commvault issues, handling critical escalations, performing Root Cause Analysis (RCA), supporting backup and recovery operations, and providing technical leadership to support teams.

The role will also work closely with customers, engineering, infrastructure, product, and support teams to improve service quality, resolve complex technical issues, and drive continuous improvement.

Mandarin communication skills are mandatory for this position due to regular interaction with Mandarin-speaking stakeholders and technical teams.

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Key Responsibilities

Commvault & Backup Technical Support

• Provide advanced L2/L3 technical support for enterprise Commvault Backup & Recovery environments.
• Perform hands-on administration, configuration, monitoring, troubleshooting, and optimization of Commvault environments.
• Troubleshoot complex backup failures, restore issues, job failures, connectivity issues, performance degradation, storage-related problems, and infrastructure dependencies.
• Configure and manage backup policies, schedules, retention policies, storage targets, media agents, clients, and recovery procedures.
• Perform and support data restoration, recovery testing, and disaster recovery activities.
• Analyse backup logs, system events, alerts, and infrastructure dependencies to identify the root cause of technical issues.
• Support Commvault upgrades, patches, migrations, configuration changes, and environment improvements.
• Ensure backup jobs, recovery capabilities, and overall platform health meet agreed operational and business requirements.

Technical Escalation & Incident Management

• Act as a senior technical escalation point for complex Commvault and backup-related incidents.
• Take hands-on ownership of critical technical issues through investigation, resolution, and closure.
• Lead technical troubleshooting during major incidents and service disruptions.
• Conduct and lead Root Cause Analysis (RCA) for critical and recurring incidents.
• Develop corrective and preventive actions to reduce recurring backup and infrastructure issues.
• Coordinate with engineering, product teams, infrastructure teams, and vendors for complex technical escalations.
• Track product defects, bugs, technical escalations, and enhancement requests through resolution.

Infrastructure & Disaster Recovery

• Support backup and recovery environments across Windows and Linux operating systems.
• Troubleshoot backup integrations with VMware, Hyper-V, storage, networking, databases, and other enterprise infrastructure components.
• Support disaster recovery planning, testing, validation, and execution.
• Participate in recovery exercises and ensure recovery procedures are technically validated.
• Identify infrastructure risks affecting backup availability, recoverability, capacity, and performance.
• Support capacity planning, resilience improvements, backup optimization, and platform lifecycle activities.

Technical Leadership & Support Operations

• Provide technical guidance and mentoring to backup and support engineers.
• Review complex cases and guide team members on troubleshooting and resolution approaches.
• Work closely with support, engineering, product, infrastructure, and customer-facing teams.
• Drive technical discussions with internal and external stakeholders.
• Monitor and improve operational KPIs including SLA compliance, backup success rates, restore performance, incident resolution, backlog, and customer satisfaction.
• Support resource prioritization and technical workload management within the support environment.
• Identify opportunities to improve support processes, monitoring, automation, documentation, and operational efficiency.

Continuous Improvement & Documentation

• Drive continuous improvement across backup operations, disaster recovery, monitoring, and technical support.
• Develop and maintain technical documentation, troubleshooting guides, SOPs, recovery runbooks, and knowledge articles.
• Document RCA findings and lessons learned from major incidents.
• Support testing and validation of new product releases, patches, upgrades, and technical enhancements.
• Ensure operational activities comply with organizational security standards, audit requirements, data protection policies, and technical procedures.

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Mandatory Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Minimum 10+ years of relevant experience in enterprise backup, recovery, infrastructure support, or data protection environments.
• Strong current hands-on experience with Commvault Backup & Recovery.
• Strong practical experience in Commvault administration, configuration, troubleshooting, backup, and restoration.
• Experience supporting complex enterprise backup environments.
• Strong understanding of backup, recovery, disaster recovery, retention, replication, and data protection concepts.
• Experience handling L2/L3 technical escalations and complex production issues.
• Experience performing Root Cause Analysis (RCA) and implementing permanent corrective actions.
• Good technical knowledge of Windows and Linux environments.
• Experience supporting VMware and/or Hyper-V environments.
• Good understanding of enterprise storage and networking technologies.
• Strong troubleshooting and analytical capabilities.
• Ability to communicate effectively with customers, technical teams, and senior stakeholders.
• Mandarin speaking/communication skills are mandatory due to regular engagement with Mandarin-speaking stakeholders and technical teams.
• Good working proficiency in English.

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Preferred / Added Advantage

Experience with additional enterprise backup technologies will be advantageous, including:

• Veeam Backup & Replication
• Veritas NetBackup
• Rubrik
• Cohesity
• SAN / NAS storage
• Cloud backup technologies
• Microsoft Azure / AWS
• Automation and scripting
• Backup platform migrations
• Commvault upgrades and implementation projects
• Enterprise disaster recovery exercises

Relevant certifications such as Commvault, ITIL, VMware, Microsoft, AWS or Azure would be an added advantage.