Advanced Technical Support Engineer (NetBackup) | Reading - United Kingdom (Office)

Cohesity; Reading; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a passionate Advanced Technical Support Engineer to join their Customer Support team. This role offers the chance to work with cutting-edge data management solutions and directly impact customer satisfaction. You'll leverage your technical expertise to resolve complex data protection issues across various platforms, including NetBackup Appliances and Cloud environments. With a culture that fosters collaboration and continuous learning, this position is perfect for self-driven individuals eager to make a significant impact in the tech landscape.

Benefits

Healthcare coverage

Paid parental leave

Flexible paid time off

Additional company-wide days off

Robust wellness program

Continuous learning opportunities

Competitive salary and benefits package

Qualifications

• Deep technical expertise in data protection and backup solutions.
• Experience with NetBackup and enterprise-level technical support.

Responsibilities

• Deliver high-touch technical support for NetBackup Software.
• Manage diverse case loads and collaborate with internal teams.

Skills

Technical Support

Troubleshooting

Customer Service

Networking

Data Management

Cloud Platforms

Operating Systems

Storage Concepts

Computer Security

Education

Bachelor’s Degree in Computer Science

Business Administration

Tools

NetBackup

InfoScale

Job description

At Cohesity, we’re on a mission to secure the world’s data. We move fast, collaborate across teams and cultures, and embrace the freedom to solve challenges in innovative ways—creating endless possibilities.

To achieve our bold ambitions, we need self-driven, motivated team players ready to make an impact. We offer flexible work schedules, comprehensive benefits, and a culture where you can thrive. Explore our open roles and secure the next step in your career at Cohesity!

Advanced Technical Support Engineer (NetBackup)

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.

Ready to secure the future of data with Cohesity?

Join Cohesity as anAdvanced Technical Support Engineerand become part of a team that is reshaping data management. This position within our Customer Support organisation offers you the groundbreaking opportunity to impact the stability and performance of our customer’s NetBackup estate.

This role will focus on supporting and resolving data protection issues in traditional platforms, NetBackup Appliances, Cloud, databases and more as you 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 communications skills.

WHAT YOU'LL DO HERE:

Deliver a polished, high-touch level of technical product support for Cohesity NetBackup Software and Flex Appliances of high profile and high impact customers.

Utilize professional concepts, troubleshooting skills, policies and procedures and internal tools to document and resolve post-sales technical support problems efficiently and effectively.

Manage a diverse case load consisting of a wide range of challenging problems that vary in priority and impact.

Collaborate with internal business partners and stake holders to ensure customer expectations are met and secure renewals.

Leverage technical expertise to reproduce customer environments for troubleshooting purposes.

Research and provide technical advisement/best practices to help customers optimize their product performance, based on their specific environment and operating objectives.

Drive continued self-development in both technical and professional areas to optimize effectiveness in role in Veritas’ latest Alta product offerings.

Develop and lead activities (trainings, mentoring, projects, etc.) to help strengthen the technical abilities of others.

Contribute and improve Knowledge Management (KM) content regularly to increase the quantity, quality, and availability of known technical solutions to customers and peer engineers.

Provide feedback to improve product quality and process improvements.

WE'D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING:

Bachelor’s Degree in Computer Science or Business Administration or equivalent experience.

Work experience with networking and enterprise data backup solutions, particularly NetBackup or data management solutions, particularly InfoScale.

Experience providing enterprise-level technical support utilizing advanced troubleshooting methodologies on NetBackup Core and Appliance functionalities or InfoScale.

Demonstrated capability of learning emerging products and technologies with minimal documentation and guidance to support customers and colleagues.

Expert level knowledge in contemporary Operating Systems, Cloud Platforms, Advanced Networking Concepts, Storage and Computer Security Concepts.

Expert level knowledge in NetBackup features and NetBackup Appliances or InfoScale required.

Excellent verbal and written communication skills.

Ability to self-manage a fluctuating workload while simultaneously servicing several potentially demanding customers.

Propensity for quickly forging and maintaining productive working partnerships with internal (e.g. Sales and Support) and external customers.

Capacity to exercise sound judgment, imagination, and creativity to identify solutions and techniques to resolve challenging problems within defined practices and policies.

Data Privacy Notice for Job Candidates:

For information on personal data processing, please see our Privacy Policy .

In-Office Expectations

Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.

At Cohesity, we work hard and move fast—and we’re not afraid to push boundaries to deliver exceptional work. We value integrity and respect, and here’s what we promise: We’ll give you the tools to be successful and welcome you into a culture that celebrates individual contributions and collective success. We’ll empower you to grow, offer continuous learning opportunities, and surround you with ambitious, collaborative colleagues.

We strive to have a parity of benefits across regions, and while regulations differ from place to place, we believe taking care of our employees (and their families) is the right thing to do.

• Healthcare coverage for you and your family
• Paid parental leave
• Flexible paid time off
• Additional company-wide days off throughout the year
• A robust wellness program
• Continuous learning opportunities
• And a competitive salary and additional benefits package

Join our team!

Alert for candidates

Cohesity has received reports of scams where individuals purporting to be Cohesity HR representatives or even our CEO conduct bogus “employment interviews” via email or text, and then request payment as a condition for receiving an offer of employment. Please be aware that Cohesity and its subsidiaries do not conduct interviews by email or text, and will never request payment as a condition for applying for a position or receiving an offer of employment. These scam operators may also ask for your personal information (name, address, birthdate, social security number, etc.) which you should not provide to them. If you have been a target of such a scam, you should report it by contacting the U.S. Federal Trade Commission (see this FTC posting for further details: https://www.consumer.ftc.gov/articles/job-scams ) the office of your state Attorney General, or the government agency responsible for investigating matters such as this where you reside.

Notice to external recruiters and staffing agencies

Cohesity does not accept unsolicited resumes from external recruiters or staffing agencies. Any submission of an unsolicited resume to our resume database, directly to Cohesity hiring managers, or by other means will be considered gratis and no recruiting fee will be paid if an unsolicited candidate from a third-party recruiter is subsequently hired. Fees will be paid ONLY where an external recruiter has an executed service contract in place with Cohesity and resumes have been solicited by our Talent Acquisition team in connection to a specific job opening.

Life at Cohesity

Want to learn more about Life at Cohesity and our RADIO Values? Read more from our employees here.