Technical Support Engineer

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

📋 Description

• Collaborate with Cohesity customers to ensure prompt resolution of technical challenges.

• Utilize available tools to analyze and resolve technical issues.

• Document customer interactions, covering investigation, troubleshooting, and resolution processes.

• Work closely with the engineering and account management teams at Cohesity.

• Choose suitable methods and techniques to obtain solutions.

• Strive to deliver the highest quality customer experience.

• Manage workload effectively to resolve all customer inquiries in a timely manner.

• Contribute to the development of comprehensive and reusable self-service solutions for future incidents.

• Create knowledge base articles.

• Provide mentorship to other engineers.

⛳️ Requirements

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

• 3-12 years of experience in a storage, networking, and virtualization environment.

• Strong grasp of Linux and hands-on experience with all operational components.

• Capability to analyze system diagnostics and clearly communicate the issues to the customer.

• Good understanding of Linux debugging tools, particularly systemtap, tcpdump, ftrace, strace, wireshark, gdb, and crash.

• Experience with remote file access protocols, such as NFS and SMB (CIFS).

• Solid background in storage-related concepts, including virtualization and data protection technologies like VMware, CommVault, Symantec, EMC, and NetApp.

• Outstanding communication and customer service abilities.

• Legal authorization to work in Malaysia.

🏝️ Benefits

• Full-time employment.

• Reasonable accommodations for individuals with disabilities throughout the application process.