Work with Cohesity customers to provide a timely resolution to technical issues.
Shifts may include standard business hours and/or early evenings, nights, to cover weekdays, weekends and holidays.
Use available tools to investigate and troubleshoot technical issues.
Recreate customer environments and problems to aid in troubleshooting/case resolution
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 a knowledge base article.
Determine and communicate recommendations on Support readiness for new products and features
Provide feedback to improve product quality/functionality
Participates in process planning and makes recommendations for improvements

Must reside in Canada (preferably in the West Side)
Commitment to the working hours of 10am-7pm PST
Expertise in (at least one of): Linux / Virtualization / Networking / Storage
BS degree in Computer Science, Computer Networking or related with 3 years of experience OR MS degree in Computer Science, Computer Networking or related 2+ years of experience working in a Storage, Networking and/or Virtualization environment
A strong understanding of Linux and administration experience across all working components
A good understanding of Linux debugging utilities , with an emphasis on systemtap, tcpdump ftrace, strace, wireshark, gdb, and crash
Experience with remote file access protocols, including NFS, SMB (CIFS)
Ability to analyze system diagnostics and clearly articulate the issue for the customer
Experience with storage-related concepts, including virtualization and data protection (e.g. VMware, CommVault, Symantec, EMC, NetApp)
Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making

Technical Support Engineer – West

Key skills