L3 support engineer resolving complex enterprise networking and AV issues for NETGEAR customers. Escalating incidents, validating fixes, and supporting NETGEAR connectivity products remotely.
About the role
- Technical Support Engineer providing support and technical resolutions for Cohesity customers. Collaborating with engineering teams to enhance product functionality and improve customer experience.
Responsibilities
- Work with Cohesity customers to provide a timely resolution to technical issues.
- Shifts may include standard business hours and/or early evenings, nights, to cover weekdays, weekends and holidays.
- Use available tools to investigate and troubleshoot technical issues.
- Recreate customer environments and problems to aid in troubleshooting/case resolution
- Record customer interactions, including investigation, troubleshooting, and the resolution of issues
- Work closely with Cohesity engineering and account management teams
- Demonstrate considerable judgment in selecting methods and techniques for obtaining solutions
- Provide the best experience possible for Cohesity customers
- Manage workload to ensure that all customer issues are resolved in a timely manner
- Assist in the development of comprehensive and reusable self-service solutions for future incidents
- Develop a knowledge base article.
- Determine and communicate recommendations on Support readiness for new products and features
- Provide feedback to improve product quality/functionality
- Participates in process planning and makes recommendations for improvements
Requirements
- Must reside in Canada (preferably in the West Side)
- Commitment to the working hours of 10am-7pm PST
- Expertise in (at least one of): Linux / Virtualization / Networking / Storage
- BS degree in Computer Science, Computer Networking or related with 3 years of experience OR MS degree in Computer Science, Computer Networking or related 2+ years of experience working in a Storage, Networking and/or Virtualization environment
- A strong understanding of Linux and administration experience across all working components
- A good understanding of Linux debugging utilities , with an emphasis on systemtap, tcpdump ftrace, strace, wireshark, gdb, and crash
- Experience with remote file access protocols, including NFS, SMB (CIFS)
- Ability to analyze system diagnostics and clearly articulate the issue for the customer
- Experience with storage-related concepts, including virtualization and data protection (e.g. VMware, CommVault, Symantec, EMC, NetApp)
- Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making
Benefits
- health and wellness benefits
- vacation
- paid holidays and refresh days
- pension - RRSP
- life and disability insurance coverages
- other benefits the Company may offer from time to time
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