Technical support engineer (sydney) | sydney - salesforce tower - australia (office)

Full time

Posted 1 Days ago

R03561

Cohesity opens 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 resilience while providing Gen AI insights into their vast amounts of data. Backed by NVIDIA, IBM, HPE, Cisco, AWS, Google Cloud, and others, Cohesity is headquartered in Santa Clara, CA, with offices around the globe. We have been named a Leader by multiple analyst firms and are globally recognized for Innovation, Product Strength, and Simplicity in Design.

We invite passionate engineers with deep technical expertise and excellent communication skills to join us in ensuring our customers receive the highest level of support.

• Respond to customer inquiries via voice and other digital communications for assigned product(s).
• Provide technical support to customers, partners, and field support staff across all support tiers, diagnosing, troubleshooting, and debugging Cohesity software, hardware, and cloud platforms.
• Continuously develop technical skills while supporting a platform that integrates availability, protection, and insights.
• Answer technical questions and provide solutions for Cohesity products, including cloud infrastructures.
• Resolve cases within productivity, performance, and SLA standards and support goals.
• Research, document, and collaborate on case work as required.
• Author or update technical documents for the Knowledge Management base.
• Handle multiple issues simultaneously, maintaining a case for each issue.
• Interact closely with team members and stakeholders.
• Engage team members for timely resolution when necessary.
• Participate in Process Community Meetings, Innovation Teams, Product Previews, and Enablement Functions, including UAT testing.
• Collaborate with internal and external technical support teams.
• Mentor other technical support engineers in product knowledge and processes.
• Conduct or participate in internal and external hiring interviews.
• Diagnose technically complex or politically sensitive cases and engage senior staff for resolution.
• Drive continuous process and product improvement through internal projects and course development for TSEs.

• Core Technologies
  • System Administration: Server hardware, software, maintenance, and troubleshooting.
  • Networking: TCP/IP, TLS, PKI, Firewalls, Routing, VLANs, Link Aggregation (802.3ad, balanced‐alb), 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 and serviceability.
  • Infrastructure: Data Center Operations / Management.
  • Cohesity product offerings such as NetBackup and Data Protection.
  • Enterprise Information Systems, Application Servers, and Hardware Infrastructure.
  • Virtualization: VMware, Hyper‐V, RHV, Nutanix, Containers (Docker, Podman).
  • 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.
• Motivated self‐starter with a customer‐first attitude.
• Ability to work with multiple stakeholders: Sales, Engineering, Development.
• Willingness to learn, share, and collaborate as a team.
• Effective customer relationship management and empathy for customer expectations.
• Active listening, problem solving, and troubleshooting techniques.
• Clear and concise technical documentation skills.
• 4+ years of system administration or related enterprise technical support experience.
• 4+ years of 2nd/3rd level support or live production environment experience.
• 3+ years of public or private cloud platform experience preferred.
• Demonstrated ability to leverage AI tools to enhance productivity.
• Will willing to work onsite 3 days and remotely 2 days per week.

• Red Hat: RHCSA, RHCE.
• Cisco: CCNA, CCNP.
• Cloud Certifications: Amazon, Microsoft, Google.

• Healthcare coverage for you and your family.
• Paid parental leave.
• Flexible paid time off.
• Additional company‐wide days off throughout the year.
• A robust wellness program.
• Continuous learning opportunities.
• A competitive salary and additional benefits package.

Office expectations: Cohesity employees within a reasonable commute (e.g., within a 45‐minute travel time) work out of our core offices 2‐3 days a week of their choosing.

Candidates based outside of the designated areas are welcome to apply, provided they have the right to work in the job location.

Equal Employment Opportunity Employer (EEOE). 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.