Product Support Engineer

Escalation and Customer Support

We are a team of engineers from companies like Google, Netflix, VMware and Cisco with the ability to handle all technical problems. We work very closely with Sales and Development Engineers, and as good customer support engineering team acts as our customer’s advocates, making sure that the customer gets a rich end to end support experience.

The Role: Technical Support / Product Support Engineer

Cohesity is seeking Sr. Product Support Engineers to support our systems in the field and provide an exemplary support and product experience. We are building storage systems that combine solid state drives with a revolutionary file system to solve some of the biggest pain points in the secondary storage industry today.

Responsibilities:

• Troubleshoot, debug and diagnose customer issues encountered in the field and provide acceptable work-around and resolution.

• Developing tools using Linux scripting to scale our field deployments and support infrastructure.

• Analyze customers environments running Cohesity and capture information from the customer base to avoid and minimize risks in the field.

• Be passionate about driving changes to the product with the development engineering team, based on feedback from customers and systems engineers in the field.

• Work with technology partners (ie. Vmware ) to resolve issues and in the process improve our product.

• Create internal and external knowledge base articles and optionally contribute also by blogging and evangelizing about the technology.

• Be available on 24/7 support rotation.

• Be a true advocate for our customers and always keep the customer satisfaction bar high.

Requirements:

• 7-10 years of experience in virtualization (Vmware ESXi), layer 2/3 networking, Linux systems administration, and storage analysis and troubleshooting.

• Should have excellent interpersonal skills, verbal and written communication skills, problem solving skills, customer service experience.

• Having the passion & ability to learn new things would be the most valuable trait anyone could bring.

• Working in a fast growing company with huge potential by promoting empowerment and innovation at every level.

• Preferably BS in Engineering (or equivalent technical degree and 5+ years work experience).