Technical Support Engineer

Job Description

Technical Support Engineer | Cohesity

The Tone:
This is a full-time hybrid role for a Technical Support Engineer at Cohesity, located in Santa Clara, CA. While primarily based in the Santa Clara office, candidates residing outside the designated commute areas are encouraged to apply if they have the indefinite right to work in the job location. Cohesity is a recognized leader in AI-powered data security and management, building solutions that simplify securing, protecting, managing, and extracting value from data across various environments including data centers, edge, and cloud. The company specifically helps organizations defend against cybersecurity threats through comprehensive capabilities like immutable backup snapshots, AI-based threat detection, malicious behavior monitoring, and rapid, scalable data recovery. This role is crucial for delivering the highest level of technical support to Cohesity’s customers, directly contributing to their satisfaction and the company’s reputation for product strength and simplicity in design.

The TL;DR
• Role: Full Time
• Type: Full Time
• Location: Santa Clara, CA (Hybrid)
• Pay: $71200–$89000 yearly
• Team: Collaborates with other engineers in local support centers, as well as Cohesity engineering and account management teams.
• Mission: Resolve technical issues for Cohesity customers and ensure the best possible experience.
• Tech Stack: PowerShell, Bash, Python, TCP/IP, DNS, DHCP, VPNs, firewalls, routers, switches, Windows, macOS, Linux

What You’ll Actually Do
• Customer Resolution: Provide timely and effective resolution to technical issues encountered by Cohesity customers, ensuring minimal disruption to their operations.
• Issue Investigation: Utilize available tools and established methods for thorough investigation and troubleshooting of complex technical issues.
• Interaction Documentation: Record all customer interactions comprehensively, including detailed investigation steps, troubleshooting efforts, and the specifics of the final resolution.
• Solution Selection: Demonstrate significant judgment in selecting the most appropriate methods and techniques to achieve effective technical solutions.
• Internal Collaboration: Collaborate closely with Cohesity engineering and account management teams to escalate complex issues and ensure holistic customer support.
• Knowledge Contribution: Assist in the development of comprehensive and reusable self-service solutions for future incidents, and contribute to the creation of internal and external knowledge base articles.

The Must-Haves
• Background: Early Career: Bachelor’s Degree coursework in Information Systems and Computer Science, with graduation in 2026.
• Experience: Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision-making processes; strong ability to quickly diagnose and resolve technical issues.
• Skills: Familiarity with various operating systems, including Windows, macOS, and Linux; understanding of core networking concepts such as TCP/IP, DNS, DHCP, VPNs, firewalls, routers, and switches.
• Bonus: Scripting: Knowledge of PowerShell, Bash, or Python.