Technical Support Engineer (L2-L5)

Job Description

Site Reliability Engineer (or technical support engineer) is a senior technical support role within the Cohesity support organization. The position is based in our local support centre, where you will have the opportunity to work with other talented engineers to ensure that Cohesity customers receive the highest level of support possible. We are looking for passionate people who possess deep technical expertise as we'll as excellent communication and customer service skills to join our team! HOW you'll SPEND YOUR TIME HERE Work with Cohesity customers to provide a timely resolution to technical issues that they may encounter 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 article. Mentor other engineers. we'd LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING 3-12 years of experience working in a storage, networking and virtualization environment Strong understanding of Linux and administration experience across all working components Ability to analyze system diagnostics and clearly articulate the issue for the customer 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) Solid experience with storage-related concepts, including virtualization and data protection (eg VMware, CommVault, Symantec, EMC, NetApp)