Technical Support Engineer

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

📋 Description

• Address customer inquiries (via voice or other digital channels) for designated product(s) within a Technical Support Engineer setting.

• Offer technical assistance to Cohesity customers, partners, and field support personnel, catering to a range of support maintenance entitlements.

• Collaborate with Cohesity customers, partners, and field representatives by responding to technical queries and delivering solutions for Cohesity products.

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

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

• Create or revise technical documents for inclusion in the Knowledge Management (KM) system to enhance the support knowledge base.

• Manage multiple issues concurrently, maintaining a separate case for each raised issue.

⛳️ Requirements

• Minimum of 4 years in Sys Admin or a related enterprise Technical Support role.

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

• A minimum of 4 years of experience working in a LIVE production environment or data center with diverse IT infrastructure.

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

• Proficiency in Mandarin is essential.

• Diploma holders, graduates, or postgraduates in Engineering or Science are encouraged to apply.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Flexible work arrangements

• Professional development