Cloud Infrastructure Support Specialist
1 week ago
Cohesity is a leading provider of data management and storage solutions. Our innovative technology enables businesses to manage their data more efficiently, securely, and cost-effectively.
Job Summary
We are seeking a highly skilled Cloud Infrastructure Support Specialist to join our team. The successful candidate will be responsible for providing top-tier technical support to our customers, ensuring they have a world-class experience with our products and services.
Key Responsibilities
- Provide swift and effective technical support to customers via phone, email, and online channels.
- Leverage advanced tools and debugging utilities to identify, investigate, and resolve complex technical issues related to cloud infrastructure, storage, networking, and virtualization.
- Collaborate with cross-functional teams, including engineering and account management, to escalate and resolve technical issues when required.
- Document all customer interactions, including the nature of the issue, steps taken to troubleshoot, and the final resolution, ensuring thorough documentation for future reference.
- Develop reusable self-service solutions, including knowledge base articles and other resources, to improve resolution efficiency for future incidents.
- Mentor junior engineers, sharing knowledge and expertise to help them grow and succeed within the organization.
Requirements
- 7+ years of experience in a cloud infrastructure, 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 cloud-related concepts, particularly in virtualization and data protection technologies such as AWS, Azure, Google Cloud, 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.
Compensation Package
The compensation package includes an estimated annual salary of $120,000, based on industry standards and market rates.
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