Technical Support Engineer II

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.

Job Description

Support federal and commercial customers over the phone as well as cases creaed via our portal. Shifts may include standard business hours and/or early evenings, nights, to cover weekdays and weekends.

Position is located in Roseville, MN or Heathrow, FL

Hybrid work model, with 2 days minimum per week in office

Responsibilities

Provide advanced technical phone support to customers using NetBackup and

Appliances. Your typical customer may be a senior systems administrator, consultant, or DBA

Responsibilities Include, But Are Not Limited To

• Resolve very complex or previously unknown problems requiring high level technical
  
  

expertise and business acumen

• Recreate customer environments and problems to aid in troubleshooting/case resolution
• Function as the Technical Support liaison with Cohesity Engineering
• Consult with management in directing resolution of critical customer situations
• Collaborate with Cohesity Partners and vendors to resolve multi-vendor issues
• Document resolutions in accordance with Knowledge Management practices
• Author/Edit TechNotes and TechAlerts
• Continuous development of industry, technology, business and leadership skills
• Provide Probable Cause Analysis (PCA); ensures information is captured for Knowledge
  
  

repository

• Determine and communicate recommendations on Support readiness for new products
  
  

and features

• Participates in pre-release product analysis and beta programs
• Provide feedback to improve product quality/functionality
• May require travel to international/domestic sites
• Consults with Support management on continuous process improvement and process re-
  
  

engineering

• Participates in process planning and makes recommendations for improvements
• Represent Technical Support at company and customer events
• Other duties as assigned
  
  

Qualifications

• Advanced NetBackup administration and troubleshooting experience.
• BS in Computer Science, equivalent experience or related major with course work in
  
  

Structured Programming (C or C and/or Java)

• Systems Administration expertise on Windows or one of the following Operating
  
  

Systems (Solaris, AIX, HP-UX, Linux)

• Network communication, performance and administration
• System I/O and performance
• Scripting expertise
• SQL (Structured Query Language)
• Relational Database Management (Oracle, Sybase, Informix)
• SCSI hardware (tape drives, libraries, storage subsystems) configuration experience
• Storage Area Network (SAN) experience
• Possesses world-class problem solving and troubleshooting skills
• Demonstrates role-model level customer service/support skills
• Demonstrated skills at working within a team environment
• Possesses superior listening skills
• Ability to adapt behavior and approach depending on audience
• Ability to multi-task and manage time well
• Superior verbal and written communication skills
• Can direct own learning activities and professional development strategy
• Ability to establish technical credibility with customers, peers and Engineers
• Can create and write complex procedures
• Demonstrated ability to successfully manage large, long-timeframe projects
• Stays current on industry developments and market trends
• Able to maintain a positive attitude throughout the support process
• Takes a calm and mature approach to dealing with difficult problems and people
  
  

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 our comprehensive 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

$74,800.00-$93,500.00

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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@cohesity.com 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.