Principal Product Support Engineer ensuring technical support between federal customer teams and HPE engineering. Managing escalations and resolving issues across diverse infrastructure environments.
About the role
- Technical Support Engineer providing technical assistance and solutions for Cohesity's data security products. Collaborating with customers and partners in a dynamic, AI-driven environment.
Responsibilities
- Respond to customer inquiries (voice or other digital communications) for an assigned product(s) within a Technical Support Engineer environment
- Provide technical support to Cohesity customers, partners, and field support staff with varying levels of support maintenance entitlements i.e., entry level, through to premier level entitlements, with focus on diagnosing, troubleshooting, and debugging Cohesity software and hardware, including cloud platforms
- Work with Cohesity customers, partners, and field reps by answering technical questions, and providing solutions for Cohesity products, including cloud infrastructures
- Resolve cases per productivity, performance and SLA standards and support goals
- Research, document, and collaborate on cases as required
- Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base
- Address multiple issues simultaneously, with a case for each issue raised
- Establish close interactions with team members and other applicable stakeholders
- Assess when it is necessary to engage with team members to enable timely case resolution
- Participate in the Technical Support Engineer Process Community Meetings and Innovation Teams, to help improve areas that can have a positive impact to Customer Success
- Participate in Product Previews for New Product Releases
- Participate in projects and support the Enablement Functions, in addition to UAT testing for various initiatives
- Work effectively in a collaborative operating environment, partner with internal and external technical support teams, with various levels of technical expertise
- Mentor and assist other technical support engineers (TSEs) in the knowledge of product and processes
- Participate in or conduct internal and external hiring interviews
- Diagnose technically complex and/or politically sensitive case issues and engage senior team members to resolve
- As a support champion, participate in internal projects partnering with internal teams, i.e. enablement/engineering etc. to drive continuous process and product improvement
- Develop course content, and TOI material to be delivered to TSEs
Requirements
- Experience across multiple of the following core technologies, including desired secondary knowledge
- Operating Systems: Linux (Red Hat), Microsoft Windows
- System Administration: Server Hardware, Software, maintenance, and troubleshooting
- Networking: TCP/IP, TLS, PKI, Firewalls, Routing, VLANs, Link Aggregation (802.3ad, balanced-alb), Authentication (LDAP, Active Directory), DNS, NFS, CIFS
- Storage: LVM, RAID, DAS, SAN, NAS, Software-Defined Storage, SAS, Fibre Channel
- Diagnostics: Log Analysis, Process Tracing, Debugging, Kernel Panic, Root Cause Analysis
- Observability: Application Performance Management, reliability, availability, and serviceability
- Infrastructure: Data Center Operations / Management
- Cohesity product offerings such as Net Backup and Data Protection
- Enterprise Information Systems, Application Servers, and Hardware Infrastructure
- Virtualization: VMware, Hyper-V, RHV, Nutanix, and Containers (Docker, Podman)
- Kubernetes
- Databases: Microsoft SQL Server / MySQL / PostgreSQL Oracle Database IBM DB2 Microsoft Exchange / Microsoft 365
- Experience with scripting languages (i.e., Python, Perl, and PHP) is beneficial
- Product knowledge and experience in Net Backup and Data Protection
- Language proficiency in Mandarin a must
- Diploma holders / Graduates / Postgraduates in Engineering / Science
- 4+ years of Sys Admin or related enterprise Technical Support Certification in one’s product area
- 4+ years’ experience providing 2nd /3rd level support in an enterprise class product company, or 4+ years’ experience working in a LIVE production environment or datacenter with heterogeneous IT infrastructure.
- 3+ years’ experience of public and/or private cloud platform experience preferred.
Benefits
- Health insurance
- Retirement plans
- Flexible work arrangements
- Professional development
- Paid time off
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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