At a Glance
- Tasks: Provide top-notch technical support for Cohesity's innovative data protection solutions.
- Company: Join a leading AI-powered data security company with a global presence.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for professional growth.
- Other info: Collaborative environment with opportunities for training and mentorship.
- Why this job: Make a real impact on customer success while working with cutting-edge technology.
- Qualifications: Technical expertise in data management and excellent communication skills are essential.
The predicted salary is between 63000 - 77000 £ per year.
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?
Join Cohesity as a
DSRE (Designated Site Reliability Engineer) and become part of a team that is reshaping data management.
This position within our Customer Support organisation offers you the groundbreaking opportunity to impact the stability and performance of our customer’s Net Backup estate.
This role will focus on supporting and resolving data protection issues in traditional platforms, Net Backup 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.
WHAT YOU'LL DO HERE
- Deliver a polished, high-touch level of technical product support for Cohesity Net Backup Software and Flex Appliances of high profile and high impact customers.
- Utilize professional concepts, troubleshooting skills, policies and procedures and internal tools to document and resolve post-sales technical support problems efficiently and effectively.
- Manage a diverse case load consisting of a wide range of challenging problems that vary in priority and impact.
- Collaborate with internal business partners and stake holders to ensure customer expectations are met and secure renewals.
- Leverage technical expertise to reproduce customer environments for troubleshooting purposes.
- Research and provide technical advisement/best practices to help customers optimize their product performance, based on their specific environment and operating objectives.
- Drive continued self-development in both technical and professional areas to optimize effectiveness in role in Veritas’ latest Alta product offerings.
- Develop and lead activities (training, mentoring, projects, etc.) to help strengthen the technical abilities of others.
- Contribute and improve Knowledge Management (KM) content regularly to increase the quantity, quality, and availability of known technical solutions to customers and peer engineers.
- Provide feedback to improve product quality and process improvements.
- On occasion, travel for customer site visits and/or departmental meetings. Annual travel expected to be less than 10%.
WE'D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING
- Bachelor’s Degree in Computer Science or Business Administration or equivalent experience.
- Work experience with networking and enterprise data backup solutions, particularly Net Backup or data management solutions, particularly Info Scale.
- Experience providing enterprise-level technical support utilizing advanced troubleshooting methodologies on Net Backup Core and Appliance functionalities or Info Scale.
- Demonstrated capability of learning emerging products and technologies with minimal documentation and guidance to support customers and colleagues.
- Expert level knowledge in contemporary Operating Systems, Cloud Platforms, Advanced Networking Concepts, Storage and Computer Security Concepts.
- Expert level knowledge in Net Backup features and Net Backup Appliances or Info Scale required.
- Excellent verbal and written communication skills. Fluent Spanish and/or Portuguese is highly desired.
- Ability to self-manage a fluctuating workload while simultaneously servicing several potentially demanding customers.
- Propensity for quickly forging and maintaining productive working partnerships with internal (e. g. Sales and Support) and external customers.
- Capacity to exercise sound judgment, imagination, and creativity to identify solutions and techniques to resolve challenging problems within defined practices and policies.
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- Equal Employment Opportunity Employer (EEOE)
Cohesity is an Equal Employment Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 1-855-9COHESITY or recruiting@cohesity. com for assistance.
In-Office Expectations
Cohesity employees who are within a reasonable commute (e. g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.
We strongly prefer candidates who are currently located in or near the designated job location.
Candidates outside the area should apply only if they are committed to relocating prior to their start date and have the legal right to work in the job location.
Designated Senior Technical Support Engineer employer: Cohesity
Cohesity is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. With a strong focus on employee growth, we provide opportunities for professional development and the chance to engage with industry leaders in a fast-paced environment. Located in the UK, our team thrives on building meaningful relationships and driving impactful marketing strategies, all while enjoying the benefits of a supportive and inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Designated Senior Technical Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cohesity. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cohesity before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Designated Senior Technical Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cohesity:Your cover letter is your chance to shine! Tell us why you want to work at Cohesity specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cohesity!
How to prepare for a job interview at Cohesity
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
