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 stake holders 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

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

Designated Site Reliability Engineer

Key skills