Overview
Full time
R03560
Cohesity opens in a new tab is the leader in AI-powered data security. Over 13,600 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 company's 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.
We've been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design. Want to join the leader in AI-powered data security?
Responsibilities
* Respond to customer inquiries (voice or other digital communications) for an assigned product within a Technical Support Engineer environment.
* Provide technical support to Cohesity customers, partners, and field support staff with varying levels of support entitlements, diagnosing, troubleshooting, and debugging Cohesity software and hardware, including cloud platforms.
* Develop technical skills by supporting a platform that combines availability, protection, and insights for our customers.
* Work with customers, partners, and field reps by answering technical questions and providing solutions for Cohesity 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 in the support knowledge base.
* Address multiple issues simultaneously, with a case for each issue raised; establish close interactions with team members and applicable stakeholders.
* Assess when it is necessary to engage with team members to enable timely case resolution.
* Participate in Technical Support Engineer Process Community Meetings and Innovation Teams to improve areas impacting Customer Success; participate in Product Previews for New Product Releases.
* Participate in projects and support Enablement Functions, including UAT testing for various initiatives; work effectively in a collaborative environment with internal and external support teams.
* Mentor and assist other technical support engineers; participate in or conduct internal and external hiring interviews.
* Diagnose technically complex and/or sensitive cases and engage senior team members to resolve.
* As a support champion, participate in internal projects partnering with internal teams to drive continuous process and product improvement; develop course content and TOI material for TSEs.
Qualifications
* Core Technologies: experience across multiple core technologies with desired secondary knowledge as applicable.
* System Administration: server hardware, software maintenance, and troubleshooting.
* Networking: TCP/IP, TLS, PKI, firewalls, routing, VLANs, link aggregation, 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 center operations/management.
* Experience with Cohesity product offerings and enterprise information systems, application servers, and hardware infrastructure.
* Virtualization: VMware, Hyper-V, RHV, Nutanix, containers (Docker, Podman).
* Microsoft Exchange / Microsoft 365
* Storage networking concepts: 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 (e.g., Python, Perl, PHP) is beneficial.
* Strong customer-first attitude, self-starter, and ability to learn and share knowledge; effective collaboration with Sales, Engineering, and Development teams.
* Ability to manage customer relationships with empathy; excellent problem solving, listening, and communication skills; clear technical documentation.
* Certifications: CompTIA Linux+, Network+, Server+; Red Hat RHCSA, RHCE; Cisco CCNA, CCNP; Cloud certifications (AWS, Microsoft, Google).
* Experience: 4+ years in system administration or related enterprise technical support; 4+ years of 2nd/3rd line support in an enterprise product environment or live production/datatcenter experience; 3+ years cloud experience preferred; ability to leverage AI tools to boost productivity.
* Onsite requirement: ability to work onsite 3 days and remote 2 days per week.
Benefits
* Healthcare coverage for you and your family
* Paid parental leave
* Flexible paid time off
* Additional company-wide days off
* Wellness program
* Continuous learning opportunities
* Competitive salary and benefits package
Notice
Equal Employment Opportunity Employer (EEOE). Cohesity is committed to equal opportunity for all applicants. All qualified applicants will be considered 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 require a reasonable accommodation to participate in the application process, or need an alternative method to apply, contact us at 1-855-9COHESITY or recruiting@cohesity.com.
In-Office Expectations: Cohesity employees in reasonable commuting distance work 2-3 days a week from core offices. Interested candidates outside designated areas may apply if they have the right to work in the location.
#J-18808-Ljbffr