Cohesity is a leader in AI‐powered data security, serving over 13,600 enterprise customers with secure, cloud‐based data protection and resilience solutions.
Job Description
* Respond to customer inquiries (voice or digital communications) for assigned product(s) within a Technical Support Engineer environment.
* Provide technical support to Cohesity customers, partners, and field support staff across varying levels of support entitlements, diagnosing, troubleshooting, and debugging Cohesity software and hardware, including cloud platforms.
* Continuously develop technical skills through learning and supporting a platform that integrates availability, protection, and insights.
* Assume multiple issues simultaneously, maintain a case for each issue.
* Resolve cases per productivity, performance and SLA standards and support goals.
* Research, document, and collaborate on cases as required.
* Author or update technical documents in Knowledge Management for inclusion in the support knowledge base.
* Establish close interactions with team members and stakeholders, engaging when necessary to enable timely resolution.
* Participate in Technical Support Engineer Process Community Meetings, Innovation Teams, Product Previews for new releases, and UAT testing for initiatives.
* Work effectively in a collaborative environment, partnering with internal and external technical support teams.
* Mentor and assist other Technical Support Engineers in product and process knowledge.
* Participate in or conduct internal and external hiring interviews.
* Diagnose technically complex or politically sensitive case issues and engage senior team members to resolve.
* Partner with internal teams (enablement, engineering, etc.) on projects to drive continuous process and product improvement, developing course content and training materials for TSEs.
Core Technologies
* 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, 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.
* Cohesity product offerings such as Net Backup and Data Protection.
* Enterprise information systems, application servers, and hardware infrastructure.
* Virtualization: VMware, Hyper‐V, RHV, Nutanix, 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.
* Scripting languages (Python, Perl, PHP) beneficial.
* Customer‐first attitude and strong willingness to learn, share, and collaborate.
Certifications
* CompTIA: Linux+, Network+, Server+.
* Red Hat: RHCSA, RHCE.
* Cisco: CCNA, CCNP.
* Cloud certifications: Amazon, Microsoft, Google.
Experience / Education / Qualifications
* Product knowledge and experience in Net Backup and Data Protection.
* Proficiency in English.
* Diploma holders / graduates / postgraduates in engineering or science.
* 4+ years of system administration or related enterprise technical support certification in a product area.
* 4+ years' experience providing 2nd/3rd level support in an enterprise‐class product company, or
* 4+ years' experience working in a live production environment or data center with heterogeneous IT infrastructure.
* 3+ years' experience with public and/or private cloud platforms preferred.
* Demonstrated ability to leverage AI tools to enhance productivity and support decision making.
* Ability to work onsite 3 days and remotely 2 days each week.
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.
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