Technical Support Engineer

Cohesity, Inc.; Cork; On-site; EUR 55,000 - 85,000; Full time

Job summary

Cohesity, Inc. is seeking a Technical Support Engineer to resolve data protection issues across traditional platforms, cloud, and on-prem environments. You will work with engineering and account teams to deliver high-quality support and scalable solutions.

Ideal candidates have strong OS and networking knowledge, experience with storage and data protection products, and the ability to analyze diagnostics and communicate clearly with customers. Flexible scheduling may be required across shifts.

Qualifications

• Bachelor's or MS degree in CS/Networking or related field.
• Experience as an Enterprise Technical Support Engineer.
• Experience in storage, networking, and virtualization environments.
• Ability to analyze diagnostics and articulate issues clearly to customers.
• Experience with debugging tools tcpdump, strace, and Wireshark.
• Familiarity with NFS and SMB protocols.
• Knowledge of storage concepts and data protection.
• Experience leveraging AI tools to improve productivity.

Responsibilities

• Provide timely resolutions to technical issues for Cohesity customers.
• Investigate and troubleshoot using available tools.
• Record customer interactions detailing investigations, troubleshooting, and resolutions.
• Collaborate with engineering and account management teams.
• Develop knowledge base articles and reusable self-service solutions.
• Communicate recommendations for product readiness and enhancements.
• Support across on-prem, cloud, and hybrid environments.

Skills

Enterprise support

Storage & virtualization

Networking basics

Operating systems

AI tools usage

Education

Bachelor's Degree in CS/Networking or related

MS in CS/Networking or related

Tools

tcpdump

strace

Wireshark

NFS

SMB/CIFS

VMware

Commvault

Symantec

DellEMC

NetApp

Job description

Cohesity is the leader in AI-powered data security. Over 13,600 enterprise customers, including over 85 of the Fortune 100 and nearly 70% of the Global 500, rely on Cohesity to strengthen their resilience while providing Gen AI insights into their vast amounts of data. Formed from the combination of Cohesity with Veritas' enterprise data protection business, the company's solutions secure and protect data on-premises, in the cloud, and at the edge. Backed by NVIDIA, IBM, HPE, Cisco, AWS, Google Cloud, and others, Cohesity is headquartered in Santa Clara, CA, with offices around the globe.

We've been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design , and our culture.

Want to join the leader in AI-powered data security?

Join Cohesity as a Technical Support Engineer and become part of a team that is reshaping data management.

This role will focus on supporting and resolving data protection issues in traditional platforms, DataProtect, 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.

HOW YOU'LL SPEND YOUR TIME HERE:

• Work with Cohesity customers to provide a timely resolution to technical issues.
• Use available tools to investigate and troubleshoot technical issues
• 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 knowledge base articles.
• Determine and communicate recommendations on Support readiness for new products and features
• Provide feedback to improve product quality/functionality
• Shifts may include standard business hours and/or early evenings, nights, to cover weekdays, weekends and holidays.

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

• Solid experience as an Enterprise Technical Support Engineer
• Experience working in a storage, networking and virtualization environment
• Strong understanding of Operating Systems
• Ability to analyse system diagnostics and clearly articulate the issue for the customer
• Good understanding of debugging utilities, with an emphasis on tcpdump, strace, wireshark
• Experience with remote file access protocols, including NFS, SMB (CIFS)
• Solid experience with storage-related concepts, including virtualization and data protection (e.g. VMware, Commvault, Symantec, DellEMC, NetApp)
• Performance analysis experience
• Bachelor's Degree in Computer Science, Computer Networking or related with experience OR MS degree in Computer Science, Computer Networking or related
• Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.

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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.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 1-855-9COHESITY or [e-mail] for assistance.

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.

We strongly prefer candidates who are currently located in or near the designated job location. Candidates outside the area should apply only if they are committed to relocating prior to their start date and have the legal right to work in the job location.