Senior Technical Support Engineer

About Cohesity

Cohesity is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data — across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale. We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design. Join us on our mission to shape the future of our industry.

Role Overview

As a Senior Technical Support Engineer at Cohesity, you will work within our Customer Support organization, supporting and resolving data protection issues on traditional platforms and databases. We are seeking passionate technical support engineers who possess deep technical expertise, excellent troubleshooting experience, outstanding customer service, and great communications skills. You will work with other engineers from our global team to ensure our customers receive the highest level of support possible!

Responsibilities

• Responsible for deployment, maintenance, and operations on Cohesity clusters deployed worldwide.
• Develop scripts and frameworks for automating repetitive tasks.
• Debug issues with backups on Microsoft Hyper-V, VMware vSphere, and Linux KVM hypervisors.
• Provide support on clusters deployed in cloud platforms like Amazon Web Services, Microsoft Azure, and Google Cloud Platform.
• Write scripts using bash or python for log capture and analysis on large clusters.
• Proactively monitor and manage the availability of clusters and associated applications.
• Perform performance analysis, tuning, and provide recommendations on issues and suggest cluster expansion if required.
• Define and lead changes to the Cohesity Data platform to product engineering teams based on feedback from deployments.
• Provide support for issues pertaining to Powershell cmdlets and RESTful APIs and provide scripts for automating tasks on Cohesity Data Platform.
• Work on debugging and resolving technical issues with the CentOS Platform.

Requirements

• Employment Type: Full time
• Work Schedule: 10am-7pm PST (required)
• Weekend Work: Staggered days covering the weekends under flexible schedules (Tuesday to Saturday OR Sunday to Thursday).
• English Fluency: Required. Effective spoken and written business communication skills are needed for business communications such as support calls, escalations, technical customer conversations, technical documentation, correspondence, presentations, negotiations, socializing, and meetings.

Qualifications

• Deep technical aptitude/experience in at least one of:
  • Linux: Admin level, debugging, command lines
  • Virtualization: VMware, Hyper-V, KVM, etc.
  • Storage: Data protection, disaster recovery, backup, filesystems
• A good understanding of distributed systems.
• Experience using Python, Bash, or PowerShell for automation.
• Bachelor's degree with 4+ years of experience or Master’s degree specializing in storage, networking, or virtualization.
• Demonstrated fluency in English.
• Deep understanding of the Linux platform and ability to identify and resolve issues with the Linux kernel associated with storage, networking, compute, and memory.
• Ability to analyze system diagnostics and clearly articulate issues.
• Good understanding of Linux debugging utilities, with an emphasis on systemtap, tcpdump, ftrace, strace, wireshark, gdb, and crash.
• Experience with remote file access protocols, including NFS, SMB (CIFS).
• Strong experience with storage-related concepts, including virtualization and data protection (e.g. VMware, CommVault, Symantec, EMC, NetApp).
• Demonstrated ability to leverage AI tools.