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 framework.

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

• Collaborate with Cohesity customers, partners, and field representatives by providing answers to technical inquiries.

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

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

• Create or update technical documentation for inclusion in the Knowledge Management system to enhance the support knowledge base.

• Engage in Technical Support Engineer Process Community Meetings and Innovation Teams.

• Provide mentorship and support to fellow technical support engineers regarding product knowledge and processes.

⛳️ Requirements

• Minimum of 4 years of experience in Sys Admin or related enterprise Technical Support roles.

• Familiarity with Net Backup and Data Protection is essential.

• Proficiency in Mandarin is required.

• Candidates should hold a Diploma, Degree, or postgraduate qualification in Engineering or Science.

• At least 4 years of experience providing 2nd/3rd level support in an enterprise-class product company, or 4 years of experience working in a LIVE production environment or data center with diverse IT infrastructure.

• Preferred experience includes 3+ years with public and/or private cloud platforms.

• Proven capability to utilize AI tools to boost productivity, optimize workflows, and facilitate decision-making.

🏝️ Benefits

• Flexible working arrangements.

• Health insurance coverage.

• Opportunities for professional development.