Senior Technical Support Engineer

Cohesity 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 , and our culture.

Want to join the leader in AI-powered data security?

The Senior Technical Support Engineer is a role within the Cohesity support organisation. The position will work with other talented engineers to ensure Cohesity customers receive the highest support possible. We are looking for passionate people with deep technical expertise and excellent communication and customer service skills to join our team!

HOW YOU'LL SPEND YOUR TIME HERE:

• Respond to customer inquiries (voice or other digital communications) for an 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, i.e., entry-level through premier-level entitlements. Focus on diagnosing, troubleshooting, and debugging Cohesity software and hardware, including cloud platforms.

• Work with Cohesity customers, partners, and field reps by answering technical questions and providing solutions for Cohesity products, including cloud infrastructures.

• 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 and UAT testing for various initiatives.

• Work effectively in a collaborative operating environment, partner 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 the 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.

• Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.

WE’D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING:

Core Technologies

Experience across multiple of the following core technologies, including desired secondary knowledge.

• 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 (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, reliability, availability, and serviceability.

• Infrastructure: Data Centre Operations / Management.

• Cohesity product offerings.

• Enterprise Information Systems, Application Servers, and Hardware Infrastructure.

• Virtualization: VMware, Hyper-V, RHV, Nutanix, and 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 (i.e., Python, Perl, and PHP) is beneficial.

• Clear and concise technical documentation: Problem Statement, Case Notes, Knowledge Articles.

Experience / Education / Qualifications

• Diploma holders / Graduates / Postgraduates in Engineering / Science.

• 4+ years of Sys Admin or related enterprise Technical Support Certification in one’s product area.

• 4+ years’ experience providing 2nd /3rd level support in an enterprise class product company.

• 3+ years’ experience in public and/or private cloud platform experience preferred.

• Language(Japanese & English): Business level(N1) or Native level(preferable)

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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 [email protected] 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.

We strongly prefer candidates who are currently located in or near the designated job location. Candidates outside the area should apply only if they are committed to relocating prior to their start date and have the legal right to work in the job location.