Technical Support Engineer
Cohesity
Cohesity is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data — across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale.
We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design.
Join us on our mission to shape the future of our industry.
Ready to secure the future of data with Cohesity?
The Technical Support Engineer is a senior technical support role within the Cohesity support organisation. The position is based in our local support centre, where you will have the opportunity to work with other talented engineers to ensure that Cohesity customers receive the highest level of support possible. We are looking for passionate people who possess deep technical expertise as well as excellent communication and customer service skills to join our team!
HOW YOU'LL SPEND YOUR TIME HERE:
Respond to customer inquiries (voice or other digital communications) for an assigned product(s) within a Technical Support Engineer environment.
Provide technical support to Cohesity customers, partners, and field support staff with varying levels of support maintenance entitlements i.e., entry level, through to premier level entitlements, with focus on diagnosing, troubleshooting, and debugging Cohesity software and hardware, including cloud platforms.
Work with Cohesity customers, partners, and field reps by answering technical questions, and providing solutions for Cohesity products, including cloud infrastructures.
Resolve cases per productivity, performance and SLA standards and support goals.
Research, document, and collaborate on cases as required.
Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base.
Address multiple issues simultaneously, with a case for each issue raised.
Establish close interactions with team members and other applicable stakeholders.
Assess when it is necessary to engage with team members to enable timely case resolution.
Work effectively in a collaborative operating environment, partner with internal and external technical support teams, with various levels of technical expertise.
Mentor and assist other technical support engineers (TSEs) in the knowledge of product and processes.
WE’D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING:
Core Technologies:
Experience across multiple of the following core technologies, including desired secondary knowledge.
Operating Systems: Linux (Red Hat), Microsoft Windows.
System Administration: Server Hardware, Software, maintenance, and troubleshooting.
Networking: TCP/IP, TLS, PKI, Firewalls, Routing, VLANs, Link Aggregation (802.3ad, balanced-alb), Authentication (LDAP, Active Directory), DNS, NFS, CIFS.
Storage: LVM, RAID, DAS, SAN, NAS, Software-Defined Storage, SAS, Fibre Channel.
Diagnostics: Log Analysis, Process Tracing, Debugging, Kernel Panic, Root Cause Analysis.
Observability: Application Performance Management, reliability, availability, and serviceability.
Infrastructure: Data Center Operations / Management.
Cohesity product offerings.
Enterprise Information Systems, Application Servers, and Hardware Infrastructure.
Virtualization: VMware, Hyper-V, RHV, Nutanix, and Containers (Docker, Podman).
Kubernetes.
Databases:
Microsoft SQL Server / MySQL / PostgreSQL
Oracle Database
IBM DB2
Microsoft Exchange / Microsoft 365
Storage:
DAS/NAS/SAN: Switches, Zoning, HBA, SFP, WWN, WWPN
Cloud: Object Storage (AWS, Azure, GCP) and on-premises disaster recovery solutions
Basic familiarity with SaaS, PaaS, IaaS, and APIs.
Clustering and High Availability systems.
Experience with scripting languages (i.e., Python, Perl, and PHP) is beneficial.
Certifications
CompTIA: Linux+, Network+, Server+.
Red Hat: RHCSA, RHCE.
Cisco: CCNA, CCNP.
Cloud Certifications: Amazon, Microsoft, Google.
Experience / Education / Qualifications
Diploma holders / Graduates / Postgraduates in Engineering / Science.
4+ years of Sys Admin or related enterprise Technical Support Certification in one’s product area.
4+ years’ experience providing 2nd /3rd level support in an enterprise class product company, or
3+ years’ experience of public and/or private cloud platform experience preferred.
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In-Office Expectations
Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.