Support Engineer

• Respond to customer inquiries for an assigned product(s) within a Technical Support Engineer environment
• Provide technical support to Cohesity customers, partners, and field support staff
• Work with Cohesity customers, partners, and field reps by answering technical questions
• Resolve cases per productivity, performance, and SLA standards and support goals
• Research, document, and collaborate on cases as required
• Author or update technical documents into Knowledge Management for inclusion into support knowledge base
• Participate in the Technical Support Engineer Process Community Meetings and Innovation Teams
• Mentor and assist other technical support engineers in the knowledge of product and processes

Technical Support Engineer

• Act as the first point of contact for customer support inquiries, resolving common customer issues related to API usage, onboarding, authentication, integration, and billing.
• Escalate issues to L2/L3 support or engineering while maintaining accurate ticket status, reproduction steps, and logs.
• Identify recurring questions and contribute improvements to documentation, FAQs, and onboarding materials.
• Write technical content on occasion, including tutorials, how-to guides, and blog posts that help developers get the most out of our APIs.
• Help manage and grow our online developer communities (Slack, Reddit, etc.) by answering questions and surfacing feedback.

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Technical Support Engineer

Technical Support Engineer, L1/Frontline Support