Technical Support Engineer

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.

Please note the following requirements for this position:

• Must reside in Canada

• Commitment to the working hours of 10am-7pm PST

• Expertise in (at least one of): Linux / Virtualization / Networking / Storage

As a Cohesity Technical Support Engineer, you will focus on supporting Cohesity customers to provide timely resolutions to technical issues. You'll collaborate closely with highly skilled engineers from our team, striving to deliver flawless support and powerful solutions to our global customers.

We are looking for a passionate technical support engineer who possesses deep technical expertise, excellent troubleshooting experience, outstanding customer service and communication skills.

WHAT YOU'LL DO HERE:

• Work with Cohesity customers to provide a timely resolution to technical issues. Shifts may include standard business hours and/or early evenings, nights, to cover weekdays, weekends and holidays.

• Use available tools to investigate and troubleshoot technical issues.

• Recreate customer environments and problems to aid in troubleshooting/case resolution

• 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 a knowledge base article. 

• Determine and communicate recommendations on Support readiness for new products and features 

• Provide feedback to improve product quality/functionality 

• Participates in process planning and makes recommendations for improvements

WE"D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING:

• BS degree in Computer Science, Computer Networking or related with 3 years of experience OR MS degree in Computer Science, Computer Networking or related  

• 2+ years of experience working in a Storage, Networking and/or Virtualization environment 

• A strong understanding of Linux and administration experience across all working components 

• A 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) 

• Ability to analyze system diagnostics and clearly articulate the issue for the customer 

• Experience with storage-related concepts, including virtualization and data protection (e.g. VMware, CommVault, Symantec, EMC, NetApp)

Disclosure Pursuant to Applicable Equal Pay Transparency Laws - This position has a starting pay range as listed below. Actual salary depends upon many factors, including a candidate’s skills, qualifications and experience, location, and salary expectations, and therefore a starting salary at the low end, high end, or even above the stated range may be offered. This position may also be eligible for bonus compensation, commission (if in a sales function), and/or equity grants. Additionally, full-time employees are eligible to participate in our comprehensive benefits framework, including health and wellness benefits, vacation, paid holidays and refresh days, pension - RRSP, life and disability insurance coverages, and other benefits the Company may offer from time to time.

The compensation noted above is based on an annualized hourly rate assuming normal full-time employment.

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Equal Employment Opportunity Employer (EEOE)
Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 1-855-9COHESITY or [email protected] for assistance.
In-Office Expectations
Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.