Senior Technical Support Engineer

Cohesity is a leader in AI-powered data security and management, seeking a Senior Technical Support Engineer to support their customers. The role involves collaborating with engineers to resolve technical issues and enhance customer experience.

Responsibilities:

• 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

Requirements:

• BS degree in Computer Science, Computer Networking or related field (with 4+ years of experience) OR MS degree in Computer Science or related field (with 2+ years experience)
• 3+ years of professional 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