Technical Support Engineer - Product Solutions

Overview

Cohesity is the leader in AI-powered data security. Over 13,600 enterprise customers, including over 85 of the Fortune 100 and nearly 70% of the Global 500, rely on Cohesity to strengthen their resilience while providing Gen AI insights into their vast amounts of data. Formed from the combination of Cohesity with Veritas’ enterprise data protection business, the company’s solutions secure and protect data on-premises, in the cloud, and at the edge. Backed by NVIDIA, IBM, HPE, Cisco, AWS, Google Cloud, and others, Cohesity is headquartered in Santa Clara, CA, with offices around the globe.

We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design , and our culture.

Want to join the leader in AI-powered data security?

The Product Solutions Group (PSG) is the face of technical support team, working shoulder-to- shoulder with customers during their most critical moments. We are looking for skilled, resilient professionals who thrive under pressure, bring a customer-first mindset, and are eager to make an impact when the stakes are high. As a PSG member, you will take ownership of complex and escalated issues, lead resolution efforts across cross-functional teams, and ensure a seamless experience for our customers. You are not just resolving issues, you are advocating for the customer and ensuring confidence in our platform during their most crucial operations.

How You’ll Spend Your Time Here

• Experience working in a storage, networking and virtualization environment.
• Act as the technical point of contact for critical and escalated customer cases, leading them through to resolution.
• Good understanding of Linux debugging utilities, on systemtap, tcpdump ftrace, strace, wireshark, gdb, and crash.
• Solid Linux administration skills with experience in NFS/SMB protocols and strong ability to analyze diagnostics and communicate issues clearly to customers.
• Solid experience with storage-related concepts, including virtualization and data protection (e.g. VMware, CommVault, Symantec, EMC, NetApp).
• Collaborate with Engineering, Product, and Support teams to troubleshoot complex issues and deliver timely solutions.
• Maintain a customer-obsessed approach in every interaction, ensuring clear communication and transparency at every step.
• Proactively identify patterns and systemic issues, recommending product improvements or preventive solutions.
• Prepare and deliver post-incident reviews, and incident summaries tailored to both customer and executive audiences.
• Single point of contact from support on cases associated with Cap/Ncap account and drive to resolution.
• Build strong, long-lasting relationships with customers based on trust, ownership, and empathy.
• Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.
  
  

• Must consistently demonstrate and embody the RADIO values in all actions and interactions.
• Strong advocate for continuous improvement, both in customer experience and internal processes.
• A seasoned problem solver who performs under pressure and high-impact situations.
• An effective communicator who can translate complex technical concepts into clear, actionable insights for both engineers and stakeholders, while actively sharing knowledge to foster team growth.