[Remote] Technical Support Engineer at Cohesity

Malaysia

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Data Security, TechnologyIndustries

Requirements

Experience across multiple core technologies: Operating Systems (Linux - Red Hat, Microsoft Windows)
System Administration: Server Hardware, Software, maintenance, and troubleshooting
Networking: TCP/IP, TLS, PKI, Firewalls, Routing, VLANs, Link Aggregation (802.3ad, balanced-alb), Authentication (LDAP, Active Directory), DNS, NFS, CIFS
Storage: LVM, RAID, DAS, SAN, NAS, Software-Defined Storage, SAS, Fibre Channel
Diagnostics: Log Analysis, Process Tracing, Debugging, Kernel Panic, Root Cause Analysis
Observability: Application Performance Management, reliability, availability, and serviceability
Infrastructure: Data Center Operations / Management

Responsibilities

Respond to customer inquiries (voice or other digital communications) for assigned product(s) within a Technical Support Engineer environment
Provide technical support to Cohesity customers, partners, and field support staff with varying levels of support maintenance entitlements, focusing on diagnosing, troubleshooting, and debugging Cohesity software and hardware, including cloud platforms
Work with customers, partners, and field reps by answering technical questions and providing solutions for Cohesity products, including cloud infrastructures
Resolve cases per productivity, performance, SLA standards, and support goals
Research, document, and collaborate on cases as required
Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base
Address multiple issues simultaneously, with a case for each issue raised
Establish close interactions with team members and other applicable stakeholders
Assess when it is necessary to engage with team members to enable timely case resolution
Participate in Technical Support Engineer Process Community Meetings and Innovation Teams to improve areas impacting Customer Success
Participate in Product Previews for New Product Releases
Participate in projects and support Enablement Functions, including UAT testing for various initiatives
Work effectively in a collaborative operating environment, partnering with internal and external technical support teams of various technical expertise levels
Mentor and assist other Technical Support Engineers (TSEs) in product and process knowledge
Participate in or conduct internal and external hiring interviews
Diagnose technically complex and/or politically sensitive case issues and engage senior team members to resolve
As a support champion, participate in internal projects partnering with teams like enablement/engineering to drive continuous process and product improvement
Develop course content and TOI material to be delivered to TSEs

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingDebuggingCohesityCloud PlatformsKnowledge ManagementSLA

Questions & Answers

Common questions about this position

What does a Technical Support Engineer do at Cohesity?

You'll respond to customer inquiries via voice or digital communications, provide technical support by diagnosing, troubleshooting, and debugging Cohesity software and hardware including cloud platforms, and resolve cases per productivity, performance, and SLA standards.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of team and culture can I expect at Cohesity?

The role involves working effectively in a collaborative operating environment, partnering with internal and external technical support teams, establishing close interactions with team members and stakeholders, mentoring other TSEs, and participating in process improvement meetings and innovation teams.

What makes a strong candidate for this Technical Support Engineer position?

Strong candidates should have technical expertise in diagnosing complex issues with software, hardware, and cloud platforms, the ability to work collaboratively, mentor others, and participate in process improvements and innovation.

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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