(Senior) Technical Support Engineer

Cohesity • Santa Clara, CA

69d • $128,000 - $160,000 • Hybrid

About The Position

Cohesity is a leader in AI-powered 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, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale. We've 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.

Requirements

• BS degree in Computer Science, Computer Networking or related field (with 4+ years of experience) OR MS degree in Computer Science or related field (with 2+ years experience).
• 4+ years of professional experience working in a Storage, Networking and/or Virtualization environment.
• A strong understanding of Linux and administration experience across all working components.
• A good understanding of Linux debugging utilities, with an emphasis on systemtap, tcpdump ftrace, strace, wireshark, gdb, and crash.
• Experience with remote file access protocols, including NFS, SMB (CIFS).
• Ability to analyze system diagnostics and clearly articulate the issue for the customer.
• Experience with storage-related concepts, including virtualization and data protection (e.g. VMware, CommVault, Symantec, EMC, NetApp).

Responsibilities

• Work with Cohesity customers to provide a timely resolution to technical issues.
• Use available tools to investigate and troubleshoot technical issues.
• Recreate customer environments and problems to aid in troubleshooting/case resolution.
• Record customer interactions, including investigation, troubleshooting, and the resolution of issues.
• Work closely with Cohesity engineering and account management teams.
• Demonstrate considerable judgment in selecting methods and techniques for obtaining solutions.
• Provide the best experience possible for Cohesity customers.
• Manage workload to ensure that all customer issues are resolved in a timely manner.
• Assist in the development of comprehensive and reusable self-service solutions for future incidents.
• Develop a knowledge base article.
• Determine and communicate recommendations on Support readiness for new products and features.
• Provide feedback to improve product quality/functionality.
• Participate in process planning and make recommendations for improvements.

Benefits

• Health and wellness benefits
• Vacation
• Paid holidays and refresh days
• 401(k) retirement plan
• Life and disability insurance coverages
• Bonus compensation, commission (if in a sales function), and/or equity grants

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees