Technical Support Engineer

Cerebras; Canada; On-site; CAD 66,000 - 83,000; Full time

Job summary

A leading tech firm in Canada is seeking a passionate Technical Support Engineer to provide timely resolutions to customer technical issues. In this role, you will leverage your expertise in Linux administration and troubleshooting to assist customers effectively. You will collaborate with engineering teams and contribute to creating self-service solutions while managing a variety of challenges in a dynamic environment. A BS or MS degree in Computer Science or related field is essential, along with 2+ years of experience in a related technical support role.

Qualifications

• 3+ years of experience in IT support, preferably in storage and networking.
• Strong understanding of Linux and experience in administration.
• Proficiency with remote file access protocols such as NFS and SMB.

Responsibilities

• Provide timely resolutions to technical issues for customers.
• Work with engineering and account management teams.
• Assist in the development of self-service solutions.

Skills

Technical Support

Troubleshooting

Customer Service

Communication Skills

Linux Administration

Virtualization Concepts

Education

BS or MS in Computer Science or related

Tools

Linux debugging utilities

Job description

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.

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.
• Participate in process planning and make 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 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).

Pay Range: $66,400.00-$83,000.00

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.