Technical Support Engineer

Cohesity; Ontario; Hybrid; CAD 66,000 - 83,000; Full time

Job summary

A leading data security company is looking for a Technical Support Engineer to assist customers with technical issues. The ideal candidate will have extensive knowledge of Linux, troubleshooting skills, and experience in Storage and Networking environments. Responsibilities include resolving customer issues, documenting interactions, and collaborating with engineering teams. This position offers a competitive salary range of $66,400 - $83,000 along with comprehensive benefits and in-office expectations of 2-3 days a week.

Benefits

Comprehensive benefits

Bonuses and commissions

Qualifications

• 3+ years of experience in a technical support role.
• Proficiency with Linux debugging utilities.
• Experience in Storage, Networking, and Virtualization environments.

Responsibilities

• Assist customers in resolving technical issues promptly.
• Utilize available tools to troubleshoot technical problems.
• Document customer interactions and resolutions.

Skills

Linux administration

Troubleshooting skills

Customer service

Communication abilities

Understanding of Networking

Knowledge of storage concepts

Education

BSc in Computer Science or related field

Tools

tcpdump

Wireshark

GDB

Job description

Join us to apply for the Technical Support Engineer role at Cohesity.

Cohesity is a leader in AI-powered data security and management. Supported by an extensive ecosystem of partners, Cohesity simplifies securing, protecting, managing, and deriving value from data across data centers, edge environments, and the cloud. The company helps organizations defend against cybersecurity threats with features like immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale.

Recognized as a Leader by multiple analyst firms, Cohesity has received global accolades 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 support customers by providing timely resolutions to technical issues. You will collaborate closely with skilled engineers, aiming to deliver excellent support and effective solutions to a global customer base.

We are seeking a passionate technical support engineer with deep technical expertise, excellent troubleshooting skills, and outstanding customer service and communication abilities.

What You'll Do Here

• Assist Cohesity customers in resolving technical issues promptly. Shifts may include standard business hours and/or early evenings, nights, covering weekdays, weekends, and holidays.
• Utilize available tools to investigate and troubleshoot technical problems.
• Recreate customer environments and issues to facilitate troubleshooting and resolution.
• Document customer interactions, investigations, troubleshooting steps, and resolutions.
• Collaborate with engineering and account management teams.
• Exercise judgment in selecting methods and techniques for problem-solving.
• Deliver the best possible experience for Cohesity customers.
• Manage workload to ensure timely resolution of all customer issues.
• Contribute to developing comprehensive and reusable self-service solutions for future incidents.
• Create knowledge base articles.
• Assess and communicate support readiness for new products and features.
• Provide feedback to improve product quality and functionality.
• Participate in process planning and suggest improvements.

We'd Love to Talk to You If You Have Many of the Following:

• BSc in Computer Science, Computer Networking, or related field with 3+ years of experience, or MSc in the same fields.
• 2+ years experience working in Storage, Networking, and Virtualization environments.
• Strong understanding of Linux and administration across various components.
• Proficiency with Linux debugging utilities such as systemtap, tcpdump, ftrace, strace, Wireshark, GDB, and Crash.
• Experience with remote file access protocols like NFS and SMB (CIFS).
• Ability to analyze system diagnostics and clearly articulate issues to customers.
• Knowledge of storage concepts, virtualization, and data protection technologies (e.g., VMware, CommVault, Symantec, EMC, NetApp).

Note: This position has a starting pay range of $66,400 - $83,000, depending on experience, skills, and location. It may include bonuses, commissions, or equity, along with comprehensive benefits.

For more information, see our Privacy Policy and Equal Employment Opportunity statement.

If you require accommodations during the application process, contact us at 1-855-9COHESITY or [e-mail].

In-Office Expectations: Employees within a reasonable commute work out of our offices 2-3 days a week.