📍 Job Overview

Job Title: Technical Support Engineer
Company: Cohesity
Location: Pune - Panchshil - India (Office)
Job Type: Hybrid (2-3 days in office)
Category: Technical Support
Date Posted: 2025-03-05
Experience Level: 2-5 years
Remote Status: On-site/Hybrid

🚀 Role Summary

Key Responsibilities: Provide technical support to Veritas customers, partners, and field support staff, with a focus on diagnosing, troubleshooting, and debugging software and hardware issues, including cloud platforms.
Key Skills: Linux, Microsoft Windows, Server Hardware, Networking, Storage, Diagnostics, Observability, Infrastructure, Virtualization, Databases, Cloud, Network Troubleshooting, SaaS, PaaS, IaaS, APIs.

📝 Enhancement Note: This role requires a motivated, self-starter with a customer-first attitude, who is eager to learn and grow within a dynamic technical support environment.

💻 Primary Responsibilities

Customer Support: Respond to customer inquiries via voice or digital communications, providing technical support and solutions for Netbackup products, including cloud infrastructures.
Case Resolution: Resolve cases per productivity, performance, and SLA standards and support goals, addressing multiple issues simultaneously.
Knowledge Management: Author or update technical documents into Knowledge Management (KM) for inclusion into the support knowledge base.
Collaboration: Establish close interactions with team members and other stakeholders, assessing when it is necessary to engage with senior team members to enable timely case resolution.
Process Improvement: Participate in Technical Support Engineer Process Community Meetings and Innovation Teams to help improve areas that can have a positive impact on Customer Success.
Product Engagement: Participate in Product Previews for New Product Releases and projects, supporting the Enablement Functions, lab engagement/management, and UAT testing for various initiatives.
Mentoring: Mentor and assist other technical support engineers (TSEs) in the knowledge of product and processes, and participate in or conduct internal and external hiring interviews.
Specialized Knowledge: Serve as a subject matter expert in one or more areas of the product, interfacing with Engineering for assistance and collaboration.
Customer Interaction: Participate and/or lead calls with customers and 3rd party teams/vendors, assessing when it is necessary to engage or escalate to senior team members to resolve complex issues.
Continuous Learning: Research on a wide array of technical subjects to continually learn and stay informed of new product features, related applications, hardware, and technologies.
Documentation: Develop documentation for the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution.
Customer Engagement: Participate in online customer-facing forums and global projects, including identifying and driving product improvements through the appropriate stakeholders.
Relationship Building: Build in-depth relationships with multiple internal organizations, including Product Management, Engineering, QA, Training, Release Readiness, and engage in customer visits/POCs.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field.

Experience: 2-5 years of experience in technical support, customer service, or a related role.

Required Skills:

Proficiency in Linux (Red Hat) and Microsoft Windows operating systems.
Strong knowledge of system administration, including server hardware, software maintenance, and troubleshooting.
Solid understanding of networking concepts, such as TCP/IP, TLS, PKI, Firewalls, Routing, VLANs, Link Aggregation (802.3ad, balanced-alb), Authentication (LDAP, Active Directory), DNS, NFS, CIFS.
Sound knowledge of storage technologies, such as LVM, RAID, DAS, SAN, NAS, Software-Defined Storage, SAS, Fibre Channel.
Excellent diagnostic, troubleshooting, and problem-solving skills.
Strong communication and interpersonal skills, with the ability to work effectively in a collaborative environment.
Fluency in English.

Preferred Skills:

Experience with Veritas products and cloud infrastructures.
Familiarity with virtualization technologies, such as VMware, Hyper-V, RHV, Nutanix, and Containers (Docker, Podman).
Knowledge of databases, such as Microsoft SQL Server, MySQL, PostgreSQL, MongoDB, SQLit, MariaDB, Oracle Database, IBM DB2, Microsoft Exchange, Microsoft 365, SAP, SAP HANA, Informix, Sybase, Sharepoint, Openstack, HBase, Hadoop.
Basic familiarity with SaaS, PaaS, IaaS, and APIs.
Experience with Shell, Perl, Python, Terraform, Ansible, and C/C++.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A comprehensive portfolio showcasing your technical support skills, including case studies, problem-solving examples, and customer testimonials.
Examples of your ability to diagnose and troubleshoot software and hardware issues, with a focus on cloud platforms.
Demonstrations of your knowledge of operating systems, networking, storage, and virtualization technologies.

Technical Documentation:

Technical documentation samples, highlighting your ability to author and update technical documents for knowledge management systems.
Examples of your participation in process improvement initiatives, product previews, and projects.
Demonstrations of your mentoring and training skills, with examples of your ability to assist and train other technical support engineers.

💵 Compensation & Benefits

Salary Range: The starting pay range for this position is $80,000 - $120,000 per year. Actual salary depends upon many factors, including a candidate’s skills, qualifications, and experience, location, and salary expectations. This position may also be eligible for bonus compensation, commission (if in a sales function), and/or equity grants.

Benefits:

Health and wellness benefits
Vacation, paid holidays, and refresh days
401(k) retirement plan
Life and disability insurance coverages
Other benefits the Company may offer from time to time

Working Hours: Full-time, with a 40-hour workweek.

🎯 Team & Company Context

Company Culture:

Industry: Data security and management
Company Size: Medium (1,001-5,000 employees)
Founded: 2013
Team Structure: The Technical Support team is a collaborative environment, with a focus on knowledge sharing, continuous learning, and customer success. The team consists of technical support engineers, team leads, and managers, working together to provide exceptional customer support.
Development Methodology: The team follows Agile methodologies, with a focus on continuous improvement, process efficiency, and customer satisfaction.

Company Website: https://www.cohesity.com/

📝 Enhancement Note: Cohesity is a leader in AI-powered data security and management, with a strong focus on customer success and continuous improvement. The company values collaboration, knowledge sharing, and innovation, with a commitment to driving positive change in the data management industry.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the intermediate level, with a focus on technical support, troubleshooting, and customer interaction. The role requires a strong technical foundation, with the ability to learn and adapt to new technologies and customer environments.

Reporting Structure: The role reports directly to the Technical Support Manager, with a matrix reporting structure to other internal organizations, such as Product Management, Engineering, QA, Training, and Release Readiness.

Technical Impact: The Technical Support Engineer has a significant impact on customer satisfaction, with the ability to resolve complex technical issues, provide exceptional customer service, and drive continuous process improvement.

Growth Opportunities:

Technical Growth: Develop specialized knowledge in one or more areas of the product, with the opportunity to become a subject matter expert and mentor other technical support engineers.
Leadership Development: With experience and demonstrated success, there is the opportunity to transition into a team lead or management role, driving team performance, process improvement, and customer success.
Product Engagement: Participate in product previews, projects, and global initiatives, with the opportunity to influence product development and drive customer-focused innovation.

📝 Enhancement Note: Cohesity offers a clear path for career progression, with a focus on technical growth, leadership development, and customer success. The company values internal promotion and provides opportunities for employees to grow and develop within the organization.

🌐 Work Environment

Office Type: The Cohesity office is a modern, collaborative workspace, designed to foster innovation, creativity, and teamwork.

Office Location(s): Pune - Panchshil - India (Office)

Workspace Context:

Collaboration: The workspace is designed to encourage collaboration, with open-plan workspaces, meeting rooms, and breakout areas.
Technology: The workspace is equipped with the latest technology, including multiple monitors, testing devices, and high-speed internet connectivity.
Flexibility: The workspace offers flexible work arrangements, with the option to work on-site or remotely, depending on the role and team requirements.

Work Schedule: The work schedule is Monday-Friday, with the option to work remotely 2-3 days a week, depending on the role and team requirements.

📝 Enhancement Note: Cohesity's work environment is designed to be flexible, collaborative, and supportive, with a focus on employee well-being, productivity, and innovation.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess your communication skills, technical knowledge, and cultural fit.
Technical Assessment: A hands-on assessment to evaluate your technical support skills, problem-solving abilities, and knowledge of Veritas products and cloud infrastructures.
Behavioral Interview: A conversation to discuss your customer service experience, communication skills, and cultural fit.
Final Interview: A meeting with the hiring manager and other stakeholders to discuss your career goals, salary expectations, and next steps.

Portfolio Review Tips:

Highlight your technical support skills, with a focus on case studies, problem-solving examples, and customer testimonials.
Showcase your ability to diagnose and troubleshoot software and hardware issues, with a focus on cloud platforms.
Demonstrate your knowledge of operating systems, networking, storage, and virtualization technologies.
Provide examples of your participation in process improvement initiatives, product previews, and projects.
Share your technical documentation samples, highlighting your ability to author and update technical documents for knowledge management systems.

Technical Challenge Preparation:

Brush up on your technical support skills, with a focus on Veritas products and cloud infrastructures.
Familiarize yourself with the latest industry trends and best practices in technical support and customer service.
Prepare for behavioral interview questions, focusing on your customer service experience, communication skills, and cultural fit.

ATS Keywords: Veritas, Netbackup, Technical Support, Customer Service, Linux, Microsoft Windows, Operating Systems, Networking, Storage, Diagnostics, Observability, Infrastructure, Virtualization, Databases, Cloud, SaaS, PaaS, IaaS, APIs, Problem-Solving, Troubleshooting, Customer Satisfaction, Process Improvement, Agile, Collaboration, Knowledge Sharing, Continuous Learning, Mentoring, Leadership, Product Engagement, Global Initiatives, Customer Success, Technical Growth, Career Progression.

📝 Enhancement Note: The interview process for the Technical Support Engineer role at Cohesity is designed to be comprehensive, with a focus on assessing technical skills, customer service experience, and cultural fit. The process is structured to provide candidates with a clear understanding of the role, the team, and the company, while also allowing the hiring team to make informed decisions about the best fit for the organization.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable to this role.

Backend & Server Technologies:

Linux (Red Hat)
Microsoft Windows
Server Hardware
Networking (TCP/IP, TLS, PKI, Firewalls, Routing, VLANs, Link Aggregation, Authentication, DNS, NFS, CIFS)
Storage (LVM, RAID, DAS, SAN, NAS, Software-Defined Storage, SAS, Fibre Channel)
Virtualization (VMware, Hyper-V, RHV, Nutanix, Containers)
Databases (Microsoft SQL Server, MySQL, PostgreSQL, MongoDB, SQLit, MariaDB, Oracle Database, IBM DB2, Microsoft Exchange, Microsoft 365, SAP, SAP HANA, Informix, Sybase, Sharepoint, Openstack, HBase, Hadoop)
Cloud (AWS, Azure, GCP, Object Storage, On-Premises Disaster Recovery Solutions)
Network Troubleshooting (Tcpdump/WireShark)
Shell, Perl, Python, Terraform, Ansible, C/C++

Development & DevOps Tools:

Knowledge Management (KM) systems for support knowledge base
Collaboration tools (Slack, Microsoft Teams, Google Workspace)
Project management tools (Jira, Asana, Trello)
Customer relationship management (CRM) tools (Salesforce, HubSpot, Zoho CRM)
Monitoring tools (Prometheus, Grafana, Datadog, New Relic)
Infrastructure as Code (IaC) tools (Terraform, Ansible, Puppet, Chef)
Configuration management tools (Ansible, Puppet, Chef)
Containerization and orchestration tools (Docker, Kubernetes, Amazon ECS, Google Kubernetes Engine, Azure Kubernetes Service)

📝 Enhancement Note: The technology stack for the Technical Support Engineer role at Cohesity is comprehensive, with a focus on operating systems, networking, storage, virtualization, and cloud technologies. The role requires a strong technical foundation, with the ability to learn and adapt to new technologies and customer environments.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Put customers first, understanding their needs, and providing exceptional service to ensure their success.
Technical Excellence: Continuously learn and improve technical skills, staying up-to-date with industry trends and best practices.
Performance Optimization: Focus on efficiency, process improvement, and driving positive change within the organization.
Code Quality: Prioritize code quality, documentation, and knowledge sharing to drive collaboration and continuous learning.
Innovation: Embrace a culture of innovation, experimentation, and continuous improvement.

Collaboration Style:

Cross-Functional Integration: Work closely with other teams, such as Product Management, Engineering, QA, Training, and Release Readiness, to drive customer success and process improvement.
Code Review Culture: Encourage knowledge sharing, peer programming, and collaborative problem-solving to drive technical excellence and code quality.
Mentoring and Knowledge Sharing: Foster a culture of mentoring, with a focus on knowledge sharing, technical skill development, and continuous learning.

📝 Enhancement Note: Cohesity's team culture is collaborative, innovative, and customer-focused, with a strong emphasis on technical excellence, performance optimization, and continuous improvement. The company values knowledge sharing, mentoring, and technical skill development, with a commitment to driving positive change in the data management industry.

🌐 Challenges & Growth Opportunities

Technical Challenges:

Emerging Technologies: Stay up-to-date with the latest trends and best practices in data security and management, with a focus on AI-powered solutions.
Customer Expectations: Meet and exceed customer expectations, with a focus on providing exceptional service, driving customer satisfaction, and fostering customer loyalty.
Process Improvement: Continuously evaluate and improve technical support processes, with a focus on driving efficiency, effectiveness, and customer success.
Product Engagement: Engage with product development teams, providing feedback, and influencing product design and roadmap.

Learning & Development Opportunities:

Technical Skill Development: Develop specialized knowledge in one or more areas of the product, with the opportunity to become a subject matter expert and mentor other technical support engineers.
Leadership Development: With experience and demonstrated success, there is the opportunity to transition into a team lead or management role, driving team performance, process improvement, and customer success.
Product Engagement: Participate in product previews, projects, and global initiatives, with the opportunity to influence product development and drive customer-focused innovation.
Industry Engagement: Engage with industry events, conferences, and communities, with the opportunity to network, learn, and share best practices with other technical support professionals.

📝 Enhancement Note: Cohesity offers a range of technical challenges and growth opportunities, with a focus on driving customer success, process improvement, and continuous learning. The company values innovation, experimentation, and continuous improvement, with a commitment to driving positive change in the data management industry.

💡 Interview Preparation

Technical Questions:

Technical Support Fundamentals: Demonstrate your understanding of technical support best practices, with a focus on diagnosing, troubleshooting, and debugging software and hardware issues.
Product Knowledge: Showcase your knowledge of Veritas products and cloud infrastructures, with a focus on Netbackup and related technologies.
Problem-Solving: Provide examples of your ability to solve complex technical problems, with a focus on customer service and process improvement.
Customer Service: Demonstrate your ability to handle customer inquiries, with a focus on communication, empathy, and customer satisfaction.
Process Improvement: Discuss your experience with process improvement initiatives, with a focus on driving efficiency, effectiveness, and customer success.

Company & Culture Questions:

Company Culture: Demonstrate your understanding of Cohesity's company culture, with a focus on collaboration, knowledge sharing, and continuous learning.
Team Dynamics: Showcase your ability to work effectively in a collaborative environment, with a focus on teamwork, communication, and customer success.
Customer Success: Discuss your approach to customer success, with a focus on driving customer satisfaction, loyalty, and advocacy.
Product Engagement: Demonstrate your understanding of Cohesity's product roadmap, with a focus on innovation, experimentation, and continuous improvement.

Portfolio Presentation Strategy:

Technical Support Skills: Highlight your technical support skills, with a focus on case studies, problem-solving examples, and customer testimonials.
Product Knowledge: Showcase your knowledge of Veritas products and cloud infrastructures, with a focus on Netbackup and related technologies.
Customer Service: Demonstrate your ability to handle customer inquiries, with a focus on communication, empathy, and customer satisfaction.
Process Improvement: Discuss your experience with process improvement initiatives, with a focus on driving efficiency, effectiveness, and customer success.
Company & Culture Fit: Demonstrate your understanding of Cohesity's company culture, with a focus on collaboration, knowledge sharing, and continuous learning.

📝 Enhancement Note: The interview process for the Technical Support Engineer role at Cohesity is designed to be comprehensive, with a focus on assessing technical skills, customer service experience, and cultural fit. The process is structured to provide candidates with a clear understanding of the role, the team, and the company, while also allowing the hiring team to make informed decisions about the best fit for the organization.

📌 Application Steps

To apply for this Technical Support Engineer position at Cohesity, follow these steps:

Customize Your Resume: Tailor your resume to highlight your technical support skills, customer service experience, and relevant industry knowledge.
Prepare Your Portfolio: Showcase your technical support skills, with a focus on case studies, problem-solving examples, and customer testimonials. Include examples of your participation in process improvement initiatives, product previews, and projects.
Research the Company: Familiarize yourself with Cohesity's company culture, product roadmap, and industry presence. Prepare thoughtful questions to ask during the interview process.
Prepare for Technical Assessment: Brush up on your technical support skills, with a focus on Veritas products and cloud infrastructures. Familiarize yourself with the latest industry trends and best practices in technical support and customer service.
Prepare for Behavioral Interview: Focus on your customer service experience, communication skills, and cultural fit. Prepare examples of your ability to handle customer inquiries, solve complex technical problems, and drive process improvement.
Apply: Submit your application through the application link provided, including your resume, portfolio, and any other required documents.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Engineer