[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, Technology, Cloud ComputingIndustries

Requirements

Experience across multiple core technologies: Operating Systems (Linux - Red Hat, Microsoft Windows), System Administration (Server Hardware, Software, maintenance, 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, serviceability), Infrastructure (Data Center Operations / Management)

Responsibilities

Respond to customer inquiries (voice or digital) for assigned product(s) in a Technical Support Engineer environment
Provide technical support to customers, partners, and field staff across various support levels, focusing on diagnosing, troubleshooting, and debugging Cohesity software, hardware, and cloud platforms
Answer technical questions and provide 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 in Knowledge Management (KM) for the support knowledge base
Address multiple issues simultaneously, with a case for each issue
Establish close interactions with team members and stakeholders
Assess when to engage team members for timely case resolution
Participate in Technical Support Engineer Process Community Meetings and Innovation Teams to improve customer success
Participate in Product Previews for New Product Releases
Participate in projects, support Enablement Functions, and conduct UAT testing for initiatives
Work collaboratively with internal and external technical support teams of varying expertise
Mentor and assist other Technical Support Engineers (TSEs) on product and processes
Participate in or conduct internal and external hiring interviews
Diagnose complex and/or politically sensitive issues and engage senior team members
Participate in internal projects with enablement/engineering teams to drive process and product improvement
Develop course content and TOI material for TSEs

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingDebuggingCohesityCloud PlatformsKnowledge ManagementSLACustomer Support

Questions & Answers

Common questions about this position

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

This information is not specified in the job description.

What salary or compensation can I expect for this Technical Support Engineer role?

This information is not specified in the job description.

What key skills are required for the Technical Support Engineer position?

Key skills include diagnosing, troubleshooting, and debugging Cohesity software and hardware including cloud platforms, responding to customer inquiries via voice or digital communications, and resolving cases per productivity, performance, and SLA standards.

What is the company culture like at Cohesity?

Cohesity emphasizes a collaborative operating environment, close interactions with team members and stakeholders, participation in process improvement meetings and innovation teams, and mentoring other engineers, while being globally recognized for innovation, product strength, simplicity in design, and culture.

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

Strong candidates can handle technically complex issues, work collaboratively with teams, mentor junior engineers, participate in process improvements and product previews, and effectively diagnose and resolve customer support cases meeting SLA standards.

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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