Senior Technical Support Engineer

About the role

Cohesity is a leader in AI-powered data security, serving more than 13,600 enterprise customers. This Senior Technical Support Engineer (also called Site Reliability Engineer) is a senior technical support role within Cohesity's support organization, based in its local support centre in Seoul. You will work with other engineers so that customers receive the highest level of support.

Key responsibilities

• Work with customers to resolve technical issues quickly.
• Investigate and troubleshoot issues using available tools.
• Record customer interactions, including investigation, troubleshooting and resolution.
• Work closely with Cohesity engineering and account management teams.
• Select methods and techniques carefully and manage your workload so issues are resolved on time.
• Help develop reusable self-service solutions for future incidents and write knowledge base articles.
• Mentor other engineers.

Required profile

• 3-12 years of experience in storage, networking and virtualization environments.
• Fluent Korean and business-level English.
• Ability to analyze system diagnostics and explain issues clearly to customers.
• Solid experience with storage concepts, virtualization and data protection (e.g. VMware, CommVault, Symantec, EMC, NetApp).
• Demonstrated experience using AI tools to improve workflows and productivity.

Required skills

• Strong Linux understanding and administration across all components.
• Linux debugging tools: systemtap, tcpdump, ftrace, strace, wireshark, gdb, crash.
• Remote file access protocols such as NFS and SMB (CIFS).

In-office expectations: employees within a 45-minute commute work 2-3 days a week in the office, and Cohesity prefers candidates living in or near the job location.