Work with Cohesity customers to provide a timely resolution to technical issues.
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.
Participate in process planning and make recommendations for improvements.

Requirements

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
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.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

LinuxLinux debugging utilitiessystemtaptcpdumpftracestracewiresharkgdbcrashremote file access protocols

problem-solvingcommunicationjudgmentcustomer serviceworkload managementcollaborationprocess improvementanalytical skills