Senior Technical Support Engineer

This is a fully remote position, open to applicants in Hong Kong.

📋 Description

• Address customer inquiries related to assigned product(s) within a Technical Support Engineer setting.

• Offer technical assistance to Cohesity customers, partners, and field support personnel.

• Collaborate with Cohesity customers, partners, and field representatives by addressing technical questions.

• Resolve cases in accordance with productivity, performance, SLA standards, and support objectives.

• Conduct research, document findings, and collaborate on cases as necessary.

• Create or revise technical documentation for the Knowledge Management (KM) system.

• Foster close collaboration with team members and other relevant stakeholders.

• Engage in Product Previews for New Product Releases.

• Mentor and support fellow technical support engineers.

⛳️ Requirements

• Experience with multiple core technologies listed below.

• Linux (Red Hat), Microsoft Windows.

• Server hardware, software, maintenance, and troubleshooting skills.

• Proficiency in TCP/IP, TLS, PKI, firewalls, routing, and VLANs.

• Knowledge of LVM, RAID, DAS, SAN, NAS, and Software-Defined Storage.

• Familiarity with log analysis, process tracing, debugging, and kernel panic issues.

• Experience in application performance management, reliability, availability, and serviceability.

• Understanding of Cohesity product offerings such as Net Backup and Data Protection.

• Experience with scripting languages (e.g., Python, Perl, PHP) is advantageous.

• Proficiency in Mandarin is required.

• 4+ years of experience as a Sys Admin or in a related enterprise Technical Support role.

• 4+ years of experience providing 2nd/3rd level support in an enterprise-class product company.

🏝️ Benefits

• Flexible work arrangements.

• Professional development opportunities.