[Remote] Advanced Technical Support Engineer at Cohesity

United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Data Security, TechnologyIndustries

Requirements

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

Responsibilities

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

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingData ProtectionNetBackupCloudDatabasesCustomer Service

Questions & Answers

Common questions about this position

What shifts will I be working in this role?

Shifts may include standard business hours and/or early evenings, nights, to cover weekdays, weekends and holidays.

What technical skills are required for this position?

Required skills include experience in storage, networking and virtualization environments, strong understanding of Operating Systems, debugging utilities like tcpdump, strace, wireshark, remote file access protocols such as NFS and SMB (CIFS), and storage-related concepts.

What does a typical day look like for this Technical Support Engineer role?

You'll work with customers to resolve technical issues, use tools to investigate and troubleshoot, record interactions, collaborate with engineering and account teams, manage workload for timely resolutions, and contribute to self-service solutions and knowledge base articles.

What experience makes a strong candidate for this role?

Cohesity seeks candidates with solid experience as an Enterprise Technical Support Engineer, deep technical expertise, excellent troubleshooting experience, outstanding customer service and communications skills.

What is the compensation or salary for this position?

This information is not specified in the job description.

Cohesity

Data management solutions for enterprises

About Cohesity

Cohesity specializes in data management solutions for data centers and cloud environments. Its main products, the Cohesity DataPlatform and Cohesity DataProtect, help businesses consolidate tasks like backup, recovery, and data storage into one platform, making it easier to manage large amounts of data while reducing complexity and costs. Unlike many competitors, Cohesity focuses on simplifying data management for medium to large enterprises across various industries, including finance and healthcare. The company's goal is to help businesses manage, protect, and gain insights from their data more efficiently.

San Jose, CaliforniaHeadquarters

2013Year Founded

$642MTotal Funding

SECONDARYCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health & Wellness - Managing emotional and physical health are key to living happier lives. Cohesity employees enjoy access to exercise and meditation apps, e-Learning resources, Scribd, and more.

Parental Leave - Cohesity offers salary continuation in coordination with other benefits up to 20 weeks for maternity leaves. Up to four weeks of child bonding leave is offered to non-birth parents.

Personal Time - Our unlimited PTO policy ensures that you have work-life wellbeing and flexibility when you need it.

Financial - Cohesity offers a competitive salary, pay-for-performance bonus plan, retirement savings plan, flexible spending accounts, commuter checks, and more.

Risks

Emerging competition from startups like Eon challenges Cohesity's market position.

Integration challenges from Veritas acquisition could disrupt operations.

New leadership roles may lead to transitional challenges in company culture.

Differentiation

Cohesity integrates AI to enhance data insights and protection, setting it apart.

Their hyper-converged secondary storage simplifies data management for enterprises.

Cohesity's recognition as AWS Global Storage Partner of the Year boosts its credibility.

Upsides

Strategic partnership with NVIDIA enhances AI-driven data management solutions.

Acquisition of Veritas Technologies expands Cohesity's market share in data protection.

Deepening partnership with CrowdStrike strengthens cybersecurity offerings against data breaches.

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