Technical Support Engineer

Madrona Venture Labs; Malaysia; On-site; MYR 60,000 - 80,000; Full time

Benefits offered by this job

Flexible work arrangements

Professional development opportunities

Job summary

Madrona Venture Labs is seeking a Site Reliability Engineer to provide senior technical support within the Cohesity support organization in Malaysia. This role includes diagnosing and troubleshooting technical issues related to Cohesity products.

The ideal candidate will have extensive experience in Linux and networking, possess strong problem-solving skills, and be proficient in Mandarin. The job offers a blend of onsite and remote work opportunities.

Qualifications

• 4+ years of system administration or enterprise technical support.
• Experience with cloud platforms is preferred.
• Language proficiency in Mandarin is a must.

Responsibilities

• Provide technical support for customers focusing on Cohesity products.
• Resolve customer inquiries and document solutions.
• Mentor junior technical support engineers.

Skills

Linux

TCP/IP

Networking

Cloud technologies

Scripting languages (Python, Perl, PHP)

Education

Diploma holders, graduates, or postgraduates in Engineering or Science

Tools

VMware

Kubernetes

Job description

Site Reliability Engineer (Technical Support Engineer)

The role is a senior technical support position within the Cohesity support organization. You will work with engineers to ensure customers receive the highest level of support.

Responsibilities

• Respond to customer inquiries via voice or digital communications for assigned products within a Technical Support Engineer environment.
• Provide technical support to Cohesity customers, partners, and field support staff with varying levels of support entitlements, focusing on diagnosing, troubleshooting, and debugging Cohesity software and hardware, including cloud platforms.
• Continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers.
• Answer technical questions and provide solutions for Cohesity products, including cloud infrastructures.
• Resolve cases to meet productivity, performance, and SLA standards and support goals.
• Research, document, and collaborate on cases as required.
• Author or update technical documents in Knowledge Management for inclusion into the support knowledge base.
• Address multiple issues simultaneously, with a case for each issue raised.
• Establish close interactions with team members and other stakeholders.
• Assess when it is necessary to engage with team members to enable timely case resolution.
• Participate in the Technical Support Engineer Process Community Meetings and Innovation Teams to help improve areas that positively impact Customer Success.
• Participate in Product Previews for New Product Releases.
• Participate in projects and support the Enablement Functions, in addition to UAT testing for various initiatives.
• Work effectively in a collaborative operating environment, partnering with internal and external technical support teams, with various levels of technical expertise.
• Mentor and assist other technical support engineers (TSEs) in product and process knowledge.
• Participate in or conduct internal and external hiring interviews.
• Diagnose technically complex and/or politically sensitive case issues and engage senior team members to resolve.
• As a support champion, partner with internal teams (enablement/engineering, etc.) to drive continuous process and product improvement, develop course material, and training for TSEs.
• Ability to work onsite 3 days and remotely 2 days each week.

Qualifications

Core technologies: Experience across multiple of the following core technologies, with secondary knowledge preferred.

• Operating Systems: Linux (Red Hat), Microsoft Windows.
• System Administration: Server hardware, software, maintenance, and troubleshooting.
• Networking: TCP/IP, TLS, PKI, firewalls, routing, VLANs, link aggregation, authentication (LDAP, Active Directory), DNS, NFS, CIFS.
• Storage: LVM, RAID, DAS, SAN, NAS, software‑defined storage, SAS, Fibre Channel.
• Diagnostics: log analysis, process tracing, debugging, kernel panic, root cause analysis.
• Observability: application performance management, reliability, availability, and serviceability.
• Infrastructure: Data center operations/management.
• Cohesity product offerings such as Net Backup and Data Protection.
• Enterprise information systems, application servers, and hardware infrastructure.
• Virtualization: VMware, Hyper‑V, RHV, Nutanix, and containers (Docker, Podman).
• Kubernetes.
• Databases: Microsoft SQL Server, MySQL, PostgreSQL, Oracle Database, IBM DB2.
• Microsoft Exchange / Microsoft 365.
• Storage: DAS/NAS/SAN: Switches, zoning, HBA, SFP, WWN, WWPN.
• Cloud: Object storage (AWS, Azure, GCP) and on‑premises disaster recovery solutions.
• Basic familiarity with SaaS, PaaS, IaaS, and APIs.
• Clustering and high‑availability systems.
• Experience with scripting languages (Python, Perl, PHP) is beneficial.
• Position requires a motivated, self‑starter and self‑learner with a customer‑first attitude.
• Ability to work with multiple stakeholders: Sales, Engineering, Development.
• Demonstrates a strong willingness to learn, share, and work together as a team.
• Effective customer relationship management.
• Capable of navigating customer expectations with empathy.
• Active and reflective listening, problem‑solving and troubleshooting techniques.
• Clear and concise technical documentation: problem statement, case notes, knowledge articles.

Certifications

• CompTIA: Linux+, Network+, Server+.
• Red Hat: RHCSA, RHCE.
• Cisco: CCNA, CCNP.
• Cloud certifications: Amazon, Microsoft, Google.

Experience / Education / Qualifications

• Product knowledge and experience in Net Backup and Data Protection.
• Language proficiency in Mandarin is a must.
• Diploma holders, graduates, or postgraduates in Engineering or Science.
• 4+ years of system administration or related enterprise technical support certification in one’s product area.
• 4+ years’ experience providing 2nd/3rd level support in an enterprise‑class product company, or
• 4+ years’ experience working in a LIVE production environment or datacenter with heterogeneous IT infrastructure.
• 3+ years’ experience with public and/or private cloud platform experience preferred.
• Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.

Equal Employment Opportunity Statement

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.