Description:
The Technical Support Engineer is a 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 people who are passionate about technologies as well as excellent communication and customer service skills to join our team!
Our TSE opportunity is a hybrid role and will require working three days a week at our Cork Office. This role will also staggered days covering the weekends under flexible schedules (Tuesday to Saturday OR Sunday to Thursday).
HOW YOU'LL SPEND YOUR TIME HERE:
- 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
- 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 knowledge base articles.
- Determine and communicate recommendations on Support readiness for new products and features
- Provide feedback to improve product quality/functionality
WE'D LOVE TO TALK TO YOU IF YOU HAVE SOME OF THE FOLLOWING:
- Bachelor's Degree in Computer Science, Computer Networking or related with 1+ year of experience OR MS degree in Computer Science, Computer Networking or related
- 1+ years of experience working in a Storage, Networking and/or Virtualization environment
- Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making
- Understanding of Linux and administration experience across all working components
- Experience working in a storage, networking and virtualization environment
- Strong understanding of Linux and administration experience across all working components
- Ability to analyse system diagnostics and clearly articulate the issue for the customer
- Good understanding of Linux debugging utilities, with an emphasis on tcpdump, strace, wireshark
- Experience with remote file access protocols, including NFS, SMB (CIFS)
- Solid experience with storage-related concepts, including virtualization and data protection (e.g. VMware, Commvault, Symantec, DellEMC, NetApp)
- Experience dealing with a distributed file system
- Performance analysis experience
- Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making