Technical Support Engineer 4
Technical Support Engineer 4
Posted on :
08-04-2025
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1 Vacancy
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Job Description
Cohesity is a leader in AIpowered data security and management. Aided by an extensive ecosystem of partners Cohesity makes it easy to secure protect manage and get value from data across the data center edge and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities including immutable backup snapshots AIbased threat detection monitoring for malicious behavior and rapid recovery at scale.
Weve been named a Leader by multiple analyst firms and have been globally recognized for Innovation Product Strength and Simplicity in Design.
Join us on our mission to shape the future of our industry.
Ready to secure the future of data with Cohesity
Cohesity is on a mission to radically simplify how organizations secure and manage their data while unlocking limitless value. As a leader in data security and management we make it easy to secure protect manage and derive value from dataacross the data center edge and cloud. At Cohesity were a group of builders and gogetters who are committed to doing the right thing. We encourage you to come as you are as our differences make us stronger.
Weve been named a Leader by multiple analyst firms and are prominently featured in the Forbes Cloud 100 and CRNs Coolest Cloud companies.
Join us and well lead the way together.
Want to help us simplify the world of data management
Key Responsibilities
Respond to customer inquiries (voice or other digital communications) for an assigned product(s) within a Technical Support Engineer environment.
Provide technical support to Veritas customers partners and field support staff with varying levels of support maintenance entitlements i.e. entry level through to premier level entitlements with focus on diagnosing troubleshooting and debugging Veritas software and hardware including cloud platforms.
Position provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability protection and insights for our customers.
Position requires a motivated selfstarter and selflearner with a customerfirst attitude.
How youll spend your time here
Work with Veritas customers partners and field reps by answering technical questions and providing solutions for Veritas products including cloud infrastructures.
Resolve cases per productivity performance and SLA standards and support goals.
Research document and collaborate on cases as required.
Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base.
Address multiple issues simultaneously with a case for each issue raised.
Establish close interactions with team members and other applicable stakeholders.
Assess when it is necessary to engage with team members to enable timely case resolution.
Participate in the Technical Support Engineer Process Community Meetings and Innovation Teams to help improve areas that can have a positive impact to Customer Success.
Participate in Product Previews for New Product Releases.
Participate in projects and support the Enablement Functions in addition to lab engagement/management and UAT testing for various initiatives.
Work effectively in a collaborative operating environment partner with technical support team members.
Mentor and assist other technical support engineers (TSEs) in the knowledge of product and processes.
Participates in or conduct internal and external hiring interviews.
Diagnose technically complex and/or politically sensitive case issues and engage senior team members to resolve.
As a support champion participate in internal projects partnering with internal teams i.e. enablement/engineering etc. to drive continuous process and product improvement. Develop course content and TOI material to be delivered to TSEs.
Take advancements from team members work in collaboration to case resolution where applicable.
Subject matter expert in one or more areas of product.
Interface with Engineering for assistance and collaboration.
Participate and/or lead calls with customers and 3rd party teams/vendors. Assess when it is necessary to engage or escalate to senior team members to resolve complex issues.
Apply specialized knowledge analytical practices and procedures to analyze diagnose and resolve issues in unique and often complex enterprise environments on multiply platforms.
Research on a wide array of technical subjects such as Operating Systems Infrastructural Technologies and Veritas Software Products to continually learn to stay informed of new product features related applications hardware and technologies.
Develop documentation for the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution.
Participate in online customer facing forums e.g. VOX and internal forums/DLs.
Participate in global projects including identifying and driving product improvements through the appropriate stakeholders.
Build indepth relationships with multiple internal organizations including Product Management Engineering QA Training Release readiness.
Engage and participate in customer visits/POCs.
Wed love to talk to you if you have many of the following:
Core Technologies:
Experience across multiple of the following core technologies including desired secondary knowledge.
Operating Systems: Linux (Red Hat) Microsoft Windows.
System Administration: Server Hardware Software maintenance and troubleshooting.
Networking: TCP/IP TLS PKI Firewalls Routing VLANs Link Aggregation 802.3ad balancedalb) Authentication (LDAP Active Directory) DNS NFS CIFS.
Storage: LVM RAID DAS SAN NAS SoftwareDefined Storage SAS Fibre Channel.
Diagnostics: Log Analysis Process Tracing Debugging Kernel Panic Root Cause Analysis.
Observability: Application Performance Management reliability availability and serviceability.
Infrastructure: Data Center Operations / Management.
Veritas product offerings.
Additional Knowledge:
Working knowledge of the majority of the following.
Enterprise Information Systems Application Servers and Hardware Infrastructure.
Virtualization: VMware HyperV RHV Nutanix and Containers (Docker Podman).
Kubernetes.
Databases:
Microsoft SQL Server / MySQL / PostgreSQL/MongoDB/SQLit/MariaDB
Oracle Database
IBM DB2
Microsoft Exchange / Microsoft 365
SAP/SAP HANA
Informix
Sybase
Sharepoint
Openstack/HBase
Hadoop
Storage:
DAS/NAS/SAN: Switches Zoning HBA SFP WWN WWPN Troubleshooting
Cloud: Object Storage (AWS Azure GCP) and onpremises disaster recovery solutions
Network troubleshooting (i.e. Tcpdump/WireShark).
Basic familiarity with SaaS PaaS IaaS and APIs.
Clustering and High Availability systems.
Experience with Shell Perl Python Terraform Ansible and C / C is beneficial.
Skills & Competencies
Customer Service
Positive attitude and customer centric mindset.
Commitment to delivering customer value.
Assist customers on live calls via remote assistance.
Collaboration
Engagement with peers in an open and collaborative environment.
Ability to work with multiple stakeholders: Sales Engineering Development.
Demonstrate strong sense of willingness to learn share and work together as team.
Communication skills
Effective customer relationship management.
Capable of navigating customer expectations with empathy.
Active and reflective listening problem solving and troubleshooting techniques.
Clear and concise technical documentation: Problem Statement Case Notes Knowledge Articles.
Ability to simplify technical topics in common terms.
Time management
Plan and prioritize activities effectively.
Ability to pivot swiftly to meet customer needs.
Apply flexibility and adapt to changing priorities in a dynamic working environment.
Maximize engagement with team members to effectively drive case resolution.
Troubleshooting
Apply decision making and problemsolving techniques.
Use systems knowledge to formulate a clear problem statement.
Ability to trace application faults at a process level in distributed system environments.
Think quickly and react to situations with customer impact.
Ability to break down complex problems into simple components.
Preferred Certifications
CompTIA: Linux Network Server.
Red Hat: RHCSA RHCE.
Cisco: CCNA CCNP.
Cloud Certifications: Amazon Microsoft Google.
Job Complexity
Works on complex issues where analysis of situations or data requires an indepth evaluation of variable factors.
Exercises judgment in selecting methods techniques and evaluation criteria for obtaining results.
Networks with key contacts outside own area of expertise.
Supervision
May determine methods and procedures on new assignments.
Work is accomplished without considerable direction.
Exerts significant latitude in determining objectives of assignment.
Provides guidance to team members.
Experience / Education / Qualifications
Diploma holders / Graduates / Postgraduates in Engineering / Science.
7 years of Sys Admin or related enterprise Technical Support Certification in ones product area.
7 years experience providing 2nd /3rd level support in an enterprise class product company or
7 years experience working in a LIVE production environment or datacenter with heterogeneous IT infrastructure.
7 years product knowledge and architecture.
Current Certification in a minimum of one 3rd party product: VMware RedHat etc.
5 years experience of public and/or private cloud platform experience preferred.
For information on personal data processing please see our .
Disclosure Pursuant to Applicable State Equal Pay Transparency Laws
This position has a starting pay range of $MIN $MID per year. Actual salary depends upon many factors including a candidates skills qualifications and experience location and salary expectations and therefore a starting salary at the low end high end or even above the stated range may be offered. This position may also be eligible for bonus compensation commission (if in a sales function) and/or equity grants. Additionally fulltime employees are eligible to participate in our comprehensive benefits framework including health and wellness benefits vacation paid holidays and refresh days 401(k) retirement plan life and disability insurance coverages and other benefits the Company may offer from time to time.
Equal Employment Opportunity Employer (EEOE)
Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you may contact us at 18559COHESITY or for assistance.
Data Privacy Notice for Job Candidates:
For information on personal data processing please see our .
InOffice Expectations
Cohesity employees who are within a reasonable commute (e.g. within a fortyfive 45 minute average travel time) work out of our core offices 23 days a week of their choosing.
Employment Type
Full-Time
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