Technical Support Engineer

Cohesity•Santa Clara, CA

1d•Hybrid

About The Position

Interested candidates based outside of the designated areas are welcome to apply, provided they have the indefinite right to work in the job location. 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. Please note the following requirements for this position: This is a hybrid work arrangement requiring 2-3 days/week in office Must reside within commute distance of Santa Clara, CA (or Heathrow, FL or Roseville, MN) Technical expertise in (at least one of): Linux / Virtualization / Networking / Storage As a Cohesity Technical Support Engineer, you will focus on supporting Cohesity customers to provide timely resolutions to technical issues. You'll collaborate closely with highly skilled engineers from our team, striving to deliver flawless support and powerful solutions to our global customers. We are looking for a passionate technical support engineer who possesses deep technical expertise, excellent troubleshooting experience, outstanding customer service and communication skills.

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)
3+ 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)
Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making

Responsibilities

Work with Cohesity customers to provide a timely resolution to technical issues.
Shifts may include standard business hours and/or early evenings, nights, to cover weekdays, weekends and holidays.
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
Participates in process planning and makes recommendations for improvements