• 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