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Cohesity is the leader in AI-powered data security, serving over 13,600 enterprise customers including 85+ Fortune 100 companies and nearly 70% of the Global 500. The company combines Cohesity with Veritas' enterprise data protection business to secure and protect data on-premises, in the cloud, and at the edge.
As a Technical Support Engineer, you will be the frontline support for Cohesity's global customers, resolving complex data protection issues across traditional platforms, DataProtect, NetBackup Appliances, Cloud, databases, and more. You will work closely with highly skilled engineering and account management teams to deliver timely, effective solutions.
Key responsibilities include:
- Investigate and troubleshoot technical issues using available diagnostic tools
- Work directly with enterprise customers to resolve data protection problems
- Record and document customer interactions, including investigation steps and resolutions
- Manage workload to ensure timely resolution of all customer issues
- Develop comprehensive, reusable self-service solutions and knowledge base articles
- Analyze system diagnostics and clearly communicate findings to customers
- Provide feedback to engineering teams to improve product quality and functionality
- Determine and communicate recommendations on support readiness for new products
- Support shift coverage including standard business hours, evenings, nights, weekends, and holidays
Requirements:
- Solid experience as an Enterprise Technical Support Engineer
- Experience in storage, networking, and virtualization environments
- Strong understanding of operating systems
- Ability to analyze system diagnostics and articulate issues clearly
- Good understanding of debugging utilities (tcpdump, strace, wireshark)
- Experience with remote file access protocols (NFS, SMB/CIFS)
- Solid experience with storage-related concepts including virtualization and data protection (VMware, Commvault, Symantec, DellEMC, NetApp)
- Performance analysis experience
- Bachelor's degree in Computer Science, Computer Networking, or related field (or Master's degree)
- Demonstrated ability to leverage AI tools to enhance productivity and support decision-making
