Technical Support Engineer
Location: City of Sydney, City of Melbourne | Salary: AUD 80,000 - 100,000
Cerebras Council of the City of Sydney and City of Melbourne is seeking a Technical Support Engineer.
How you'll spend your time here:
* Respond to customer inquiries (voice or other digital communications) for 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, focusing on diagnosing, troubleshooting, and debugging Cohesity software and hardware, including cloud platforms.
* Position provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers.
* Work with Cohesity 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 into the support knowledge base.
* Address multiple issues simultaneously, with a case for each issue raised.
* Establish close interactions with team members and other applicable stakeholders.
* Assess when it is necessary to engage team members to enable timely case resolution.
* 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, in addition to UAT testing for various initiatives.
* Work effectively in a collaborative operating environment, partnering 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 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.
* As a support champion, participate in internal projects partnering with internal teams, i.e. enablement/engineering etc. to drive continuous process and product improvement. Develop course content and TOI material to be delivered to TSEs.
We'd love to talk to you if you have many of the following:
* Operating Systems: Linux (Red Hat), Windows.
* System Administration: Server hardware, software, maintenance, and troubleshooting.
* Networking: TCP/IP, TLS, PKI, firewalls, routing, VLANs, link aggregation, authentication, 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.
* Experience with scripting languages (Python, Perl, PHP).
* Position requires a motivated, self‐starter and self‐learner with a customer‐first attitude.
* Ability to work with multiple stakeholders: sales, engineering, development.
* Demonstrate strong willingness to learn, share, and work together as a team.
* Effective customer relationship management.
* Capability to navigate customer expectations with empathy.
* Active and reflective listening, problem solving, and troubleshooting techniques.
* Clear and concise technical documentation: problem statement, case notes, knowledge articles.
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.
* Language proficiency in English.
* Diploma holders / graduates / postgraduates in engineering / science.
* 4+ years of sysadmin or related enterprise technical support certification in one's product area.
* 4+ years of experience providing 2nd/3rd level support in an enterprise class product company, or working in a live production environment or datacenter with heterogeneous IT infrastructure.
* 3+ years of public and/or private cloud platform experience preferred.
* Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making. Ability to work onsite 3 days and remotely 2 days each week.
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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 at 1-855-9COHESITY or recruiting@cohesity.com 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.
Interested candidates based outside of the designated areas are welcome to apply, provided they have the right to work in the job location.
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