Deliver a polished, high-touch level of technical product support for Cohesity NetBackup Software and Flex Appliances of high profile and high impact customers.
Utilize professional concepts, troubleshooting skills, policies and procedures and internal tools to document and resolve post-sales technical support problems efficiently and effectively.
Manage a diverse case load consisting of a wide range of challenging problems that vary in priority and impact.
Collaborate with internal business partners and stakeholders to ensure customer expectations are met and secure renewals.
Leverage technical expertise to reproduce customer environments for troubleshooting purposes.
Research and provide technical advisement/best practices to help customers optimize their product performance, based on their specific environment and operating objectives.
Drive continued self-development in both technical and professional areas to optimize effectiveness in role in Veritas’ latest Alta product offerings.
Develop and lead activities (trainings, mentoring, projects, etc.) to help strengthen the technical abilities of others.
Contribute and improve Knowledge Management (KM) content regularly to increase the quantity, quality, and availability of known technical solutions to customers and peer engineers.
Provide feedback to improve product quality and process improvements.
On occasion, travel for customer site visits and/or departmental meetings. Annual travel expected to be less than 10%.

Bachelor’s Degree in Computer Science or Business Administration or equivalent experience.
Work experience with networking and enterprise data backup solutions, particularly NetBackup or data management solutions, particularly InfoScale.
Experience providing enterprise-level technical support utilizing advanced troubleshooting methodologies on NetBackup Core and Appliance functionalities or InfoScale.
Demonstrated capability of learning emerging products and technologies with minimal documentation and guidance to support customers and colleagues.
Expert level knowledge in contemporary Operating Systems, Cloud Platforms, Advanced Networking Concepts, Storage and Computer Security Concepts.
Expert level knowledge in NetBackup features and NetBackup Appliances or InfoScale required.
Excellent verbal and written communication skills.
Fluent Spanish and/or Portuguese is highly desired.
Ability to self-manage a fluctuating workload while simultaneously servicing several potentially demanding customers.
Propensity for quickly forging and maintaining productive working partnerships with internal (e.g. Sales and Support) and external customers.
Capacity to exercise sound judgment, imagination, and creativity to identify solutions and techniques to resolve challenging problems within defined practices and policies.

Designated Site Reliability Engineer

Key skills