Description:
We are looking for a passionate technical support engineer who possesses deep technical expertise, excellent troubleshooting experience, outstanding customer service and communication skills.
WHAT YOU'LL DO HERE:
- Work with Cohesity customers to provide a timely resolution to technical issues. Shifts may include standard business hours and/or early evenings, nights, to cover weekdays, weekends and holidays.
- Use available tools to investigate and troubleshoot technical issues.
- Recreate customer environments and problems to aid in troubleshooting/case resolution
- Record customer interactions, including investigation, troubleshooting, and the resolution of issues
- Work closely with Cohesity engineering and account management teams
- Demonstrate considerable judgment in selecting methods and techniques for obtaining solutions
- Provide the best experience possible for Cohesity customers
- Manage workload to ensure that all customer issues are resolved in a timely manner
- Assist in the development of comprehensive and reusable self-service solutions for future incidents
- Develop a knowledge base article.
- Determine and communicate recommendations on Support readiness for new products and features
- Provide feedback to improve product quality/functionality
- Participates in process planning and makes recommendations for improvements
WE"D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING:
- BS degree in Computer Science, Computer Networking or related with 3 years of experience OR MS degree in Computer Science, Computer Networking or related
- 2+ years of experience working in a Storage, Networking and/or Virtualization environment
- A strong understanding of Linux and administration experience across all working components
- A good understanding of Linux debugging utilities, with an emphasis on systemtap, tcpdump ftrace, strace, wireshark, gdb, and crash
- Experience with remote file access protocols, including NFS, SMB (CIFS)
- Ability to analyze system diagnostics and clearly articulate the issue for the customer
- Experience with storage-related concepts, including virtualization and data protection (e.g. VMware, CommVault, Symantec, EMC, NetApp)