Senior Technical Support Engineer (Hong Kong)

Join Cohesity as a Senior Technical Support Engineer and become part of a team that is reshaping data management.This role will focus on supporting and resolving data protection issues in traditional platforms, DataProtect, NetBackup,  Appliances, Cloud, databases and more as you collaborate closely with highly skilled engineers from our team, striving to deliver flawless support and powerful solutions to our global customers. We are looking for a passionate Technical Support Engineer who possesses deep technical expertise, excellent troubleshooting experience, outstanding customer service and communications skills.

This role is opened to only Hong Kong citizen or PR who can speak English, Mandarin and Cantonese.

HOW YOU'LL SPEND YOUR TIME HERE:

• 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.

• Position provides an opportunity to continuously develop technical skills through learning and supporting a platform that brings together availability, protection, and insights for our customers.

• 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.

WE’D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING:

• Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.

• Core Technologies: 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

• Storage: DAS/NAS/SAN: Switches, Zoning, HBA, SFP, WWN, WWPN

• Cloud: Object Storage (AWS, Azure, GCP) and on-premises disaster recovery solutions

• Basic familiarity with SaaS, PaaS, IaaS, and APIs.

• Clustering and High Availability systems.

• Experience with scripting languages (i.e., Python, Perl, and PHP) is beneficial.

• Position requires a motivated, self-starter and self-learner with a customer-first attitude.

• Ability to work with multiple stakeholders: Sales, Engineering, Development.

• Demonstrate strong sense of willingness to learn, share, and work together as team.

• Effective customer relationship management.

• Capable of navigating customer expectations with empathy.

• Active and reflective listening, problem solving and troubleshooting techniques.

• Clear and concise technical documentation: Problem Statement, Case Notes, Knowledge Articles.

Certifications

• CompTIA: Linux+, Network+, Server+.

• Red Hat: RHCSA, RHCE.

• Cisco: CCNA, CCNP.

• Cloud Certifications: Amazon, Microsoft, Google.

Experience / Education / Qualifications

• Product knowledge and experience in Net Backup and Data Protection.

• Language proficiency in English, Mandarin and Cantonese is a must.

• Degree in Engineering, IT, Science or related.

• 6+ years of Sys Admin or related enterprise Technical Support Certification in one’s product area.

• 6+ years’ experience providing 2nd/3rd level support in an enterprise class product company, or

• 6+ years’ experience working in a LIVE production environment or datacenter with heterogeneous IT infrastructure.

• 5+ years’ experience of public and/or private cloud platform experience preferred.

• Ability to work onsite 3 days and remotely 2 days each week.

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