Description:
As a Cohesity Technical Support Engineer, you will focus on supporting Cohesity customers to provide timely resolutions to technical issues. You'll collaborate closely with highly skilled engineers from our team, striving to deliver flawless support and powerful solutions to our global customers.
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)
- Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making