Cohesity - Site Reliability/Technical Support Engineer - Network/Storage/Virtualization Support
3 weeks ago
Job Description :
We are seeking a highly skilled and motivated Site Reliability Engineer (Technical Support Engineer) to join our support organization. This role is crucial for providing top-tier technical support to Cohesity customers and ensuring a seamless experience in resolving complex technical issues. Based in our local support center, you will collaborate with talented engineers to deliver exceptional support and troubleshooting expertise, focusing on storage, networking, and virtualization environments.
Primary Responsibilities :
- Provide swift and effective technical support to Cohesity customers, addressing issues related to storage, networking, and virtualization.
- Leverage available tools and debugging utilities to identify, investigate, and resolve complex technical problems across Linux systems and virtualization platforms.
- Record all customer interactions, including the nature of the issue, steps taken to troubleshoot, and the final resolution, ensuring thorough documentation for future reference.
- Work closely with Cohesity's engineering and account management teams to escalate and resolve technical issues when required.
- Apply sound judgment in selecting appropriate methods and techniques for obtaining solutions, and delivering timely resolutions to customers.
- Ensure that customers have a world-class support experience, going above and beyond to address their technical needs and concerns.
- Prioritize and manage your workload to resolve all customer issues within defined timelines and SLAs.
- Assist in developing reusable self-service solutions, including knowledge base articles and other resources to improve resolution efficiency for future incidents.
- Provide mentorship to junior engineers, sharing your knowledge and expertise to help them grow and succeed within the organization.
Required Skills & Qualifications :
- 7+ years of experience in a storage, networking, and virtualization environment.
- Strong hands-on experience with Linux administration, with a deep understanding of system components and architectures.
- Expertise in diagnosing system issues using Linux debugging utilities, including but not limited to system tap, tcpdump, ftrace, strace, wireshark, gdb, and crash.
- Proficiency in remote file access protocols such as NFS and SMB (CIFS).
- Experience with storage-related concepts, particularly in virtualization and data protection technologies such as VMware, CommVault, Symantec, EMC, and NetApp.
- Ability to analyze system diagnostics and provide clear, articulate explanations to customers.
- Strong customer service and communication skills with the ability to convey complex technical information to both technical and non-technical stakeholders.
Preferred Skills :
- Experience working with Cohesity solutions or similar storage systems.
- Knowledge of cloud infrastructure and data management practices.
- Prior experience in creating and maintaining knowledge base articles and self-service solutions
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