📍 Job Overview

• Job Title: Technical Support Engineer
• Company: Cohesity
• Location: Pune - Panchshil - India (Office)
• Job Type: Full-Time
• Category: Customer Support & Services
• Date Posted: 2025-04-08
• Experience Level: Mid-Senior Level (2-5 years)
• Remote Status: Hybrid (2-3 days in-office per week)

🚀 Role Summary

• Key Responsibilities: Provide technical support to Veritas customers, partners, and field support staff for Netbackup products, including cloud platforms. Diagnose, troubleshoot, and debug software and hardware issues. Develop and maintain technical documentation.
• Key Technologies: Linux, Microsoft Windows, Networking, Storage, Virtualization, Databases, Cloud, APIs
• Key Skills: Problem-solving, Customer Support, Technical Documentation, Troubleshooting, Debugging

💻 Primary Responsibilities

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and a deep understanding of Veritas products and cloud platforms.

• Customer Support: Respond to customer inquiries via voice or digital communications, providing technical support and solutions for Netbackup products, including cloud infrastructures.
• Troubleshooting & Debugging: Diagnose, troubleshoot, and debug software and hardware issues, including cloud platforms, to resolve customer problems efficiently.
• Documentation: Author or update technical documents into Knowledge Management (KM) for inclusion into the support knowledge base, reducing troubleshooting time and driving faster issue resolution.
• Collaboration: Work closely with team members, other stakeholders, and customers to ensure timely case resolution and a positive customer experience.
• Process Improvement: Participate in process improvement initiatives, such as technical support process community meetings and innovation teams, to enhance customer success.
• Product Previews & Projects: Participate in product previews for new releases and support enablement functions, including lab engagement/management and UAT testing for various initiatives.
• Mentoring & Knowledge Sharing: Mentor and assist other technical support engineers in the knowledge of products and processes, and participate in or conduct internal and external hiring interviews.
• Subject Matter Expertise: Become a subject matter expert in one or more areas of the product, interfacing with engineering for assistance and collaboration as needed.
• Customer Engagement: Participate in or lead calls with customers and third-party teams/vendors to resolve complex issues, applying specialized knowledge and analytical practices to analyze, diagnose, and resolve issues in unique and often complex enterprise environments.

🎓 Skills & Qualifications

📝 Enhancement Note: The ideal candidate will have a strong technical background, excellent communication skills, and a customer-centric mindset.

Education

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Experience

• Proven experience (2-5 years) in a technical support role, preferably with Veritas products and cloud platforms.
• Demonstrated experience in troubleshooting, debugging, and resolving complex technical issues.
• Experience working with multiple operating systems, including Linux and Microsoft Windows.
• Strong knowledge of networking, storage, and virtualization technologies.

Required Skills

• Proven experience in technical support or a related role.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Proficiency in Linux and Microsoft Windows operating systems.
• Strong knowledge of networking, storage, and virtualization technologies.
• Familiarity with cloud platforms and APIs.
• Experience with databases and application servers is a plus.

Preferred Skills

• Experience with Veritas products and cloud platforms.
• Familiarity with enterprise information systems and hardware infrastructure.
• Knowledge of scripting languages, such as Shell, Perl, Python, Terraform, or Ansible.
• Experience with C or C++ is beneficial.
• Familiarity with SaaS, PaaS, IaaS, and APIs.

📊 Web Portfolio & Project Requirements

• Portfolio Essentials: A portfolio showcasing your technical support and troubleshooting skills, including examples of complex issues resolved, documentation created, and customer feedback.
• Technical Documentation: Examples of technical documentation created, demonstrating your ability to clearly and concisely explain technical concepts and solutions.
• Customer Engagement: Evidence of successful customer interactions, including positive feedback and resolved issues.
• Process Improvement: Examples of process improvement initiatives you've been involved in, highlighting your ability to drive change and enhance customer success.

💵 Compensation & Benefits

📝 Enhancement Note: The salary range provided is an estimate based on regional standards for technical support roles with similar experience levels and locations.

Salary Range

• Estimated Salary Range: ₹6,00,000 - ₹12,00,000 per year (INR)
• Currency: Indian Rupee (INR)
• Exchange Rate: Approximate USD equivalent: $7,800 - $15,600 per year (USD)

Benefits

• Health and wellness benefits
• Vacation, paid holidays, and refresh days
• 401(k) retirement plan
• Life and disability insurance coverages
• Other benefits as offered by the company

Working Hours

• Standard Hours: 40 hours per week
• Flexible Hours: Occasional flexible hours may be required to accommodate customer time zones and support needs.

🎯 Team & Company Context

🏢 Company Culture

Industry

• Cohesity operates in the data security and management industry, focusing on AI-powered solutions for data protection, management, and recovery.

Company Size

• Cohesity is a mid-sized company with a global presence, offering opportunities for growth and career development.

Founded

• Cohesity was founded in 2013, with a mission to simplify data management and protect against cyber threats.

Team Structure

• The technical support team at Cohesity consists of experienced engineers who collaborate closely with customers, partners, and internal teams to resolve technical issues and drive customer success.
• The team is organized around specific product areas, with each engineer specializing in one or more products and platforms.

Development Methodology

• Cohesity follows Agile methodologies, with a focus on continuous improvement and customer-centric development.
• The company encourages innovation, collaboration, and knowledge sharing to drive technical excellence and customer success.

📈 Career & Growth Analysis

Web Technology Career Level

• This role is at the mid-senior level, requiring a strong technical background and proven experience in technical support or a related role.

Reporting Structure

• The Technical Support Engineer reports directly to the Technical Support Manager and works closely with other technical support engineers, subject matter experts, and internal teams to resolve customer issues and drive process improvement.

Technical Impact

• The Technical Support Engineer plays a critical role in ensuring customer success by resolving technical issues, maintaining customer satisfaction, and driving process improvement initiatives.

🌐 Work Environment

Office Type

• Cohesity's office in Pune, India, is a modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s)

• Pune - Panchshil - India (Office)

Workspace Context

• The workspace is equipped with state-of-the-art technology, including multiple monitors, testing devices, and development tools to support the team's technical needs.
• The office encourages cross-functional collaboration, with dedicated spaces for team meetings, brainstorming sessions, and training events.

Work Schedule

• The standard work schedule is 40 hours per week, with occasional flexible hours required to accommodate customer time zones and support needs.
• Cohesity offers a hybrid work arrangement, with employees working 2-3 days in the office per week, based on their commuting distance and personal preferences.

🛠 Technology Stack & Web Infrastructure

Operating Systems

• Linux (Red Hat)
• Microsoft Windows

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

Virtualization

• VMware, Hyper-V, RHV, Nutanix, Containers (Docker, Podman)

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 Platforms

• AWS, Azure, GCP, Object Storage

APIs

• REST, SOAP, GraphQL

Monitoring & Troubleshooting Tools

• Tcpdump, Wireshark, Log Analysis, Process Tracing, Debugging, Kernel Panic, Root Cause Analysis, Observability Tools (e.g., Application Performance Management, reliability, availability, and serviceability)

Development & DevOps Tools

• Shell, Perl, Python, Terraform, Ansible, C, C++

👥 Team Culture & Values

Web Development Values

• Customer-Focused: Prioritize customer needs and satisfaction in all aspects of technical support and troubleshooting.
• Technical Excellence: Pursue continuous learning and improvement to enhance technical skills and knowledge.
• Collaboration: Work closely with team members, customers, and internal teams to resolve technical issues and drive customer success.
• Process Improvement: Identify and implement process improvements to enhance customer success and technical support efficiency.
• Innovation: Embrace new technologies and approaches to drive technical excellence and customer satisfaction.

Collaboration Style

• Cohesity fosters a collaborative work environment, with a strong emphasis on knowledge sharing, mentoring, and teamwork.
• The company encourages cross-functional collaboration, with dedicated spaces for team meetings, brainstorming sessions, and training events.
• Cohesity values open communication, active listening, and constructive feedback to drive continuous improvement and customer success.

📊 Challenges & Growth Opportunities

Technical Challenges

• Complexity: Troubleshoot and resolve complex technical issues in unique and often complex enterprise environments, requiring strong problem-solving skills and a deep understanding of Veritas products and cloud platforms.
• Adaptability: Stay current with emerging technologies, industry trends, and best practices to maintain a competitive edge in the technical support landscape.
• Customer Expectations: Manage customer expectations and maintain high levels of customer satisfaction, even in challenging or high-pressure situations.

Learning & Development Opportunities

• Technical Skill Development: Pursue continuous learning and skill development opportunities, such as training courses, certifications, and community involvement, to enhance your technical expertise and career prospects.
• Mentorship & Leadership: Seek mentorship opportunities to develop your leadership skills and prepare for technical leadership roles within the organization.
• Architecture Decision-Making: Engage in architecture decision-making processes to gain experience and insights into the strategic direction of the company's products and services.

💡 Interview Preparation

Technical Questions

• Troubleshooting & Debugging: Prepare for questions related to troubleshooting and debugging software and hardware issues, including cloud platforms, and be ready to discuss your approach to resolving complex technical challenges.
• Product Knowledge: Brush up on your knowledge of Veritas products and cloud platforms, and be prepared to discuss their features, benefits, and use cases.
• Customer Support: Prepare for questions related to customer support and communication, demonstrating your ability to manage customer expectations and maintain high levels of customer satisfaction.
• Process Improvement: Be ready to discuss your experience with process improvement initiatives and your approach to driving change and enhancing customer success.

Company & Culture Questions

• Company Culture: Research Cohesity's company culture, values, and mission, and be prepared to discuss how you align with the company's goals and objectives.
• Team Dynamics: Prepare for questions related to team dynamics, collaboration, and communication, demonstrating your ability to work effectively in a collaborative operating environment.
• Customer Focus: Be ready to discuss your customer-centric mindset and approach to driving customer success and satisfaction.

Portfolio Presentation Strategy

• Technical Support Examples: Highlight your technical support and troubleshooting skills, including examples of complex issues resolved, documentation created, and customer feedback.
• Customer Engagement: Showcase your customer engagement and communication skills, with evidence of successful customer interactions and resolved issues.
• Process Improvement: Demonstrate your process improvement skills, with examples of initiatives you've been involved in and the positive impact you've driven for customers and the organization.

📌 Application Steps

To apply for this technical support engineer position at Cohesity:

1. Customize Your Resume: Tailor your resume to highlight your technical support and troubleshooting skills, including relevant experience, accomplishments, and certifications.
2. Prepare for Technical Interview: Brush up on your knowledge of Veritas products, cloud platforms, and troubleshooting techniques, and practice common interview questions and scenarios.
3. Research Cohesity: Learn about Cohesity's company culture, values, and mission, and prepare thoughtful questions to ask during the interview process.
4. Prepare for Customer Support Scenarios: Practice common customer support scenarios and develop strategies for managing customer expectations and maintaining high levels of customer satisfaction.
5. Review Technical Documentation: Familiarize yourself with Cohesity's technical documentation and knowledge base, and be prepared to discuss your approach to creating and maintaining accurate and up-to-date technical resources.

⚠️ 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.