Description:
This role will focus on supporting and resolving data protection issues in traditional platforms, DataProtect, NetBackup Appliances, Cloud, databases and more as you collaborate closely with highly skilled engineers from our team, striving to deliver flawless support and powerful solutions to our global customers.
We are looking for a passionate Technical Support Engineer who possesses deep technical expertise, excellent troubleshooting experience, outstanding customer service and communications skills.
HOW YOU'LL SPEND YOUR TIME HERE:
- Work with Cohesity customers to provide a timely resolution to technical issues.
- 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
- Shifts may include standard business hours and/or early evenings, nights, to cover weekdays, weekends and holidays.
WE'D LOVE TO TALK TO YOU IF YOU HAVE SOME OF THE FOLLOWING:
- Solid experience as an Enterprise Technical Support Engineer
- Experience working in a storage, networking and virtualization environment
- Strong understanding of Operating Systems
- Ability to analyse system diagnostics and clearly articulate the issue for the customer
- Good understanding of 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)
- Performance analysis experience
- Bachelor's Degree in Computer Science, Computer Networking or related with experience OR MS degree in Computer Science, Computer Networking or related
- Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making