Technical Support Engineer | Santa Clara, CA - USA (Office)

At Cohesity, we're on a mission to secure the world's data. We move fast, collaborate across teams and cultures, and embrace the freedom to solve challenges in innovative ways-creating endless possibilities. To achieve our bold ambitions, we need self-driven, motivated team players ready to make an impact. We offer flexible work schedules, comprehensive benefits, and a culture where you can thrive. Explore our open roles and secure the next step in your career at Cohesity! Cohesity is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data - across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale. We've been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design. Join us on our mission to shape the future of our industry. Please note the following requirements for this career opportunity: Current residency in the San Francisco Bay Area Committing to a hybrid work arrangement to our Santa Clara Headquarters (on site 2-3 days/week) Expertise in at least one of: - Linux (admin level, debugging, commands, etc) - Virtualization (VMware, Hyper-V, etc) - Storage (e.g. data protection using VMware, CommVault, EMC, NetApp, etc) As a Cohesity Technical Support Engineer , you will focus on supporting Cohesity customers to provide timely resolutions to technical issues. You'll 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 communication skills. WHAT YOU'LL DO HERE: 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 WE"D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING: BS degree in Computer Science (or related field) with 4+ years of experience OR an MS in CS (or related field) with 2+ years of experience 4+ 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) Disclosure Pursuant to Applicable State Equal Pay Transparency Laws - This position has a starting pay range as listed below. Actual salary depends upon many factors, including a candidate's skills, qualifications and experience, location, and salary expectations, and therefore a starting salary at the low end, high end, or even above the stated range may be offered. This position may also be eligible for bonus compensation, commission (if in a sales function), and/or equity grants. Additionally, full-time employees are eligible to participate in ourcomprehensive benefits framework, including health and wellness benefits, vacation, paid holidays and refresh days, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time. Pay Range : Cohesity is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data - across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale. We've been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design. Join us on our mission to shape the future of our industry. Please note the following requirements for this career opportunity: Current residency in the San Francisco Bay Area Committing to a hybrid work arrangement to our Santa Clara Headquarters (on site 2-3 days/week) Expertise in at least one of: - Linux (admin level, debugging, commands, etc) - Virtualization (VMware, Hyper-V, etc) - Storage (e.g. data protection using VMware, CommVault, EMC, NetApp, etc) As a Cohesity Technical Support Engineer , you will focus on supporting Cohesity customers to provide timely resolutions to technical issues. You'll 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 communication skills. WHAT YOU'LL DO HERE: 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 WE"D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING: BS degree in Computer Science (or related field) with 4+ years of experience OR an MS in CS (or related field) with 2+ years of experience 4+ 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) Disclosure Pursuant to Applicable State Equal Pay Transparency Laws - This position has a starting pay range as listed below. Actual salary depends upon many factors, including a candidate's skills, qualifications and experience, location, and salary expectations, and therefore a starting salary at the low end, high end, or even above the stated range may be offered. This position may also be eligible for bonus compensation, commission (if in a sales function), and/or equity grants. Additionally, full-time employees are eligible to participate in ourcomprehensive benefits framework, including health and wellness benefits, vacation, paid holidays and refresh days, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time. Pay Range : $111,600.00-$139,500.00 The compensation noted above is based on an annualized hourly rate assuming normal full-time employment. Data Privacy Notice for Job Candidates: For information on personal data processing, please see our Privacy Policy . 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 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 talent@ for assistance. In-Office Expectations Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing. At Cohesity, we work hard and move fast-and we're not afraid to push boundaries to deliver exceptional work. We value integrity and respect, and here's what we promise: We'll give you the tools to be successful and welcome you into a culture that celebrates individual contributions and collective success. We'll empower you to grow, offer continuous learning opportunities, and surround you with ambitious, collaborative colleagues. We strive to have a parity of benefits across regions, and while regulations differ from place to place, we believe taking care of our employees (and their families) is the right thing to do. Healthcare coverage for you and your family Paid parental leave Flexible paid time off Additional company-wide days off throughout the year A robust wellness program Continuous learning opportunities And a competitive salary and additional benefits package Join our team! Alert for candidates Cohesity has received reports of scams where individuals purporting to be Cohesity HR representatives or even our CEO conduct bogus employment interviews via email or text, and then request payment as a condition for receiving an offer of employment. Please be aware that Cohesity and its subsidiaries do not conduct interviews by email or text, and will never request payment as a condition for applying for a position or receiving an offer of employment. These scam operators may also ask for your personal information (name, address, birthdate, social security number, etc.) which you should not provide to them. If you have been a target of such a scam, you should report it by contacting the U.S. Federal Trade Commission (see this FTC posting for further details: ) the office of your state Attorney General, or the government agency responsible for investigating matters such as this where you reside. Notice to external recruiters and staffing agencies Cohesity does not accept unsolicited resumes from external recruiters or staffing agencies. Any submission of an unsolicited resume to our resume database, directly to Cohesity hiring managers, or by other means will be considered gratis and no recruiting fee will be paid if an unsolicited candidate from a third-party recruiter is subsequently hired. Fees will be paid ONLY where an external recruiter has an executed service contract in place with Cohesity and resumes have been solicited by our Talent Acquisition team in connection to a specific job opening. Life at Cohesity Want to learn more about Life at Cohesity and our RADIO Values? Read more from our employees here. #J-18808-Ljbffr