Senior Technical Support Engineer
Senior Technical Support Engineer
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Job Description
Cohesity is the leader in AI-powered data security. Over 13600 enterprise customers including over 85 of the Fortune 100 and nearly 70% of the Global 500 rely on Cohesity to strengthen their resilience while providing Gen AI insights into their vast amounts of data. Formed from the combination of Cohesity with Veritas enterprise data protection business the companys solutions secure and protect data on-premises in the cloud and at the edge. Backed by NVIDIA IBM HPE Cisco AWS Google Cloud and others Cohesity is headquartered in Santa Clara CA with offices around the globe.
Weve been named a Leader by multiple analyst firms and have been globally recognized for Innovation Product Strength and Simplicity in Design and our culture.
Want to join the leader in AI-powered data security
The Senior Technical Support Engineer is a role within the Cohesity support organisation. The position will work with other talented engineers to ensure Cohesity customers receive the highest support possible. We are looking for passionate people with deep technical expertise and excellent communication and customer service skills to join our team!
HOW YOULL SPEND YOUR TIME HERE:
Respond to customer inquiries (voice or other digital communications) for an assigned product(s) within a Technical Support Engineer environment.
Provide technical support to Cohesity customers partners and field support staff with varying levels of support maintenance entitlements i.e. entry-level through premier-level entitlements. Focus on diagnosing troubleshooting and debugging Cohesity software and hardware including cloud platforms.
Work with Cohesity customers partners and field reps by answering technical questions and providing solutions for Cohesity products including cloud infrastructures.
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 and UAT testing for various initiatives.
Work effectively in a collaborative operating environment partner with internal and external technical support teams with various levels of technical expertise.
Mentor and assist other technical support engineers (TSEs) in the knowledge of the product and processes.
Participate in or conduct internal and external hiring interviews.
Diagnose technically complex and/or politically sensitive case issues and engage senior team members to resolve.
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 balanced-alb) Authentication (LDAP Active Directory) DNS NFS CIFS.
Storage: LVM RAID DAS SAN NAS Software-Defined 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 Centre Operations / Management.
Cohesity product offerings.
Enterprise Information Systems Application Servers and Hardware Infrastructure.
Virtualization: VMware Hyper-V RHV Nutanix and Containers (Docker Podman).
Kubernetes.
Databases:
Microsoft SQL Server / MySQL / PostgreSQL
Oracle Database
IBM DB2
Microsoft Exchange / Microsoft 365
Storage:
DAS/NAS/SAN: Switches Zoning HBA SFP WWN WWPN
Cloud: Object Storage (AWS Azure GCP) and on-premises disaster recovery solutions
Basic familiarity with SaaS PaaS IaaS and APIs.
Clustering and High Availability systems.
Experience with scripting languages (i.e. Python Perl and PHP) is beneficial.
Clear and concise technical documentation: Problem Statement Case Notes Knowledge Articles.
Experience / Education / Qualifications
Diploma holders / Graduates / Postgraduates in Engineering / Science.
4 years of Sys Admin or related enterprise Technical Support Certification in ones product area.
4 years experience providing 2nd /3rd level support in an enterprise class product company.
3 years experience in public and/or private cloud platform experience preferred.
Language(Japanese): Business level(N1) or Native level(preferable)
Data Privacy Notice for Job Candidates:
For information on personal data processing please see our .
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 atCOHESITY or for assistance.
In-Office Expectations
Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.
Required Experience:
Senior IC
Employment Type
Full-Time
