Designated Senior Technical Support Engineer

cohesity; Santa Clara (CA); On-site; GBP 90,000 - 120,000; Full time

Job summary

Cohesity is seeking a DSRE (Designated Site Reliability Engineer) to join our Customer Support organization. In this role you will support NetBackup Software and Flex Appliances for high-profile customers, ensuring stability and performance across on-prem, cloud, and edge deployments.

You will collaborate with skilled engineers, leverage advanced troubleshooting, and contribute to knowledge management while traveling up to 10% annually as needed.

Qualifications

• Bachelor's degree in CS or Business Admin or equivalent experience.
• Experience with enterprise backup solutions, especially NetBackup or InfoScale.
• Strong troubleshooting методologies and ability to support customers and colleagues.

Responsibilities

• Deliver high-touch technical product support for Cohesity NetBackup Software and Flex Appliances for high profile customers.
• Document and resolve post-sales technical support problems using internal tools and policies.
• Manage a diverse case load with varying priority and impact.
• Collaborate with internal partners to meet customer expectations and secure renewals.
• Reproduce customer environments for troubleshooting and provide best practices.

Skills

Networking

Troubleshooting

Customer support

Operating systems

Security concepts

Education

Bachelor's degree in Computer Science or Business Administration

Tools

NetBackup

InfoScale

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 DSRE (Designated Site Reliability Engineer) and 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 (training, 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.
• On occasion, travel for customer site visits and/or departmental meetings. Annual travel expected to be less than 10%.

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. Fluent Spanish and/or Portuguese is highly desired.
• 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.

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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 st