Senior Customer Success Engineer (NetBackup)
Join to apply for the Senior Customer Success Engineer (NetBackup) role at Cohesity.
Cohesity is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data — across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale.
We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design.
Join us on our mission to shape the future of our industry.
A NetBackup Customer Success Engineer (CSE) is an expert on the NetBackup products. A CSE provides a comprehensive set of post-implementation services, both proactive and reactive, to help customers meet the demands of their critical production environment. The CSE assists customers with managing changes in their operating environment to ensure operational stability. They work closely with the customer’s IT staff to provide targeted recommendations for planning and executing product upgrades, reducing associated risks. Examples of proactive services include:
* NetBackup Upgrade Assistance
* NetBackup Configuration Review service
* Information transfer sessions
* Review of Disaster Recovery plans
* Ransomware Health Check service
How You'll Spend Your Time Here
* Function as a technical leader of the Global Customer Success Services organization, addressing technical product questions, resolving problems, or advising customers on reducing system outages.
* Possess expert knowledge of all Veritas/Cohesity products in their competencies and in-depth knowledge of other products and platforms.
* Complete required certifications on Veritas/Cohesity products, operating systems, hardware, and networks.
* Interact with customer’s technical leadership, advising in crisis situations and providing best practice recommendations.
* Provide remote and onsite technical support for high severity issues and product upgrades.
* Drive customer escalations, work on resolutions, and lead postmortem discussions.
* Respond rapidly to unplanned events, including after hours for Severity 1 issues.
* Coordinate support cases with Backline, Engineering, Product Management, and others.
* Proactively communicate relevant technical information, known issues, hot fixes, and new releases.
* Deliver Customer Success Service Catalog, customizing services as needed.
* Create and present technical knowledge transfers for all products in their competencies.
* Be available for travel to customer sites within short notice.
* Collaborate with Customer Success Managers and internal stakeholders to ensure customer satisfaction.
* Partner with customers to maximize their investments and satisfaction with Cohesity products.
* Communicate professionally at all organizational levels externally and internally.
Qualifications
* Bachelor’s degree or 4+ years of related experience/training, or equivalent.
* 6-8 years of customer-facing experience.
* 3-5 years supporting NetBackup in an enterprise environment.
* Knowledge of Cohesity products is a plus.
* 3-5 years of experience with servers, networking hardware/software, OS (Unix, Linux, Windows), and other IT technologies.
* Certifications like VCP, MCSE, VCAP, RHCE are advantageous.
* Willingness to work outside normal hours and travel internationally.
* Self-motivated with ability to work remotely.
* Excellent communication, organizational, and presentation skills.
* Strong analytical and problem-solving skills.
* Keen to learn and adapt in a rapidly changing environment.
Additional Information
In-office expectations include working 2-3 days a week at our core offices within a reasonable commute.
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