Technical Support Engineer (APP_PSG)

Cohesity is the leader in AI-powered data security. Over 13,600 enterprise customers, including over 85 of the Fortune 100 and nearly 70% of the Global 500, rely on Cohesity to strengthen their resilience while providing Gen AI insights into their vast amounts of data. Formed from the combination of Cohesity with Veritas’ enterprise data protection business, the company’s solutions secure and protect data on-premises, in the cloud, and at the edge. Backed by NVIDIA, IBM, HPE, Cisco, AWS, Google Cloud, and others, Cohesity is headquartered in Santa Clara, CA, with offices around the globe.

We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design , and our culture.

Want to join the leader in AI-powered data security? 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.

Position provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers.

Position requires a motivated, self-starter and self-learner with a customer-first attitude.

How You’ll Spend Your Time Here

• 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.
• Participate in the Technical Support Engineer Process Community Meetings and Innovation Teams, to help improve areas that can have a positive impact to Customer Success.
• Participate in Product Previews for New Product Releases.
• Participate in projects and support the Enablement Functions, in addition to lab engagement/management, and UAT testing for various initiatives.
• Work effectively in a collaborative operating environment, partner with technical support team members.
• Mentor and assist other technical support engineers (TSEs) in the knowledge of product and processes. Develop and conduct training for TSEs and/or partners.
• Participates in or conduct internal and external hiring interviews.
• Diagnose technically complex and/or politically sensitive case issues and engage senior team members to resolve.
• As a support champion, participate in internal projects partnering with internal teams, i.e. enablement/engineering etc. to drive continuous process and product improvement. Develop course content, and TOI material to be delivered to TSEs.
• Take advancements from team members, work in collaboration to help get to the case resolution.
• Be a subject matter expert on multiple areas of product.
• Interface with Engineering for assistance and collaboration.
• Participates and/or leads calls with customers and 3rd party teams/vendors. Assess when it is necessary to engage or escalate to senior resources to resolve complex issues.
• Apply specialized knowledge, analytical practices, and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments, on multiply platforms.
• Research on a wide array of technical subjects such as Operating Systems, Infrastructural Technologies, and Cohesity Software Products to continually learn to stay informed of new product features, related applications, hardware, and technologies.
• Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution.
• Participates in online customer facing forums e.g., VOX and internal forums/DL's.
• Participate, or lead global projects, including identifying and driving product improvements through the appropriate stakeholders.
• Build in-depth relationships with multiple internal organizations including Product Management, Engineering, QA, Training, Release readiness.
• Engage and participate in customer visits/POC's.
• Identify skills gaps and TSE training needs.

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.
• NBU Appliance (Hardware & Platform)
• Flex Platform
• MSDP/MSDP-C

Additional Knowledge: Working knowledge of the majority of the following.

• Enterprise Information Systems, Application Servers, and Hardware Infrastructure.
• Virtualization: VMware, Hyper-V, RHV, Nutanix, and Containers (Docker, Podman).
• Kubernetes.
• Storage:

• DAS/NAS/SAN: Switches, Zoning, HBA, SFP, WWN, WWPN, Troubleshooting
• Cloud: Object Storage (AWS, Azure, GCP) and on-premises disaster recovery solutions

• Network troubleshooting (i.e., Tcpdump/WireShark).
• Basic familiarity with SaaS, PaaS, IaaS, and APIs.
• Clustering and High Availability systems.
• Experience with Shell, Perl, Python, Terraform, Ansible and C / C++ is beneficial.

Customer Service

• Positive attitude and customer centric mindset.
• Commitment to delivering customer value.
• Assist customers on live calls via remote assistance.

Collaboration

• Engagement with peers in an open and collaborative environment.
• Ability to work with multiple stakeholders: Sales, Engineering, Development.
• Demonstrate strong sense of willingness to learn, share, and work together as team.

Communication Skills

• Effective customer relationship management.
• Capable of navigating customer expectations with empathy.
• Active and reflective listening, problem solving and troubleshooting techniques.
• Clear and concise technical documentation: Problem Statement, Case Notes, Knowledge Articles.
• Ability to simplify technical topics in common terms.

Time management

• Plan and prioritize activities effectively.
• Ability to pivot swiftly to meet customer needs.
• Apply flexibility and adapt to changing priorities in a dynamic working environment.
• Maximize engagement with team members to effectively drive case resolution.

Troubleshooting

• Apply decision making and problem-solving techniques.
• Use systems knowledge to formulate a clear problem statement.
• Ability to trace application faults at a process level in distributed system environments.
• Think quickly and react to situations with customer impact.
• Ability to break down complex problems into simple components.

Preferred Certifications

• CompTIA: Linux+, Network+, Server+.
• Red Hat: RHCSA, RHCE.
• Cisco: CCNA, CCNP.
• Cloud Certifications: Amazon, Microsoft, Google.

Job Complexity

• Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles.
• Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results.
• Creates formal networks involving coordination among groups.

Supervision

• Acts independently to determine methods and procedures on new assignments.
• Works under general direction toward predetermined long-range goals.
• Determines and pursues courses of action essential in obtaining desired outcomes.
• Provides guidance to team members.

Experience / Education / Qualifications

• Diploma holders / Graduates / Postgraduates in Engineering / Science.
• 10+ years of industry and product experience.
• 10+ years of Sys Admin or related enterprise Technical Support Certification in one’s product area.
• 10+ years’ experience providing 2nd /3rd level support in an enterprise class product company, or
• 10+ years’ experience working in a LIVE production environment or datacenter with heterogeneous IT infrastructure.
• Current Certification in a minimum of one 3rd party product: VMware, RedHat, etc.
• Preferred coding & scripting.
• Expert product de-bugging skills.
• 8+ years’ experience of public and/or private cloud platform experience preferred.
• Demonstrated experience leveraging AI tools to streamline workflows, enhance productivity, and support high-quality decision-making.

**Data Privacy Notice for Job Candidates:

For information on personal data processing, please see our* Privacy Policy .* **Equal Employment Opportunity Employer (EEOE)

Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 1-855-9COHESITY or* talent@cohesity.com for assistance.* **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.** Interested candidates based outside of the designated areas are welcome to apply, provided they have the right to work in the job location.