Technical Support Manager
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.
- Recruit, lead, and develop Technical Support Staff and drive positive outcomes by equipping them with vital tools and training.
- Thrive to build positive relationships with customers and provide first-rate customer happiness by meeting or exceeding case handling and issue resolution goals.
- Responsible for running escalated cases from all sources and lead root cause analysis.
- Demonstrated ability to build and handle performance metrics to support outstanding customer happiness and efficiency of resources.
- Ensuring Support procedures are implemented and followed by Work Force Leads and their teams
- Be a steadfast internal advocate for our customers, and represent our customers in discussions about product direction
- Throughout the course of the day, be responsible for making a number of judgment calls and decisions pertaining to customer interactions, case handling, partner concerns, personal issues, amongst others.
- Maintain an open-door policy for the team individuals, develop outstanding relationships with TSEs and peer managers.
- Work in a collaborative environment to develop and implement plans / initiatives to improve day to day efficiency while positively impacting both customer experience and employee happiness.
- 10+ Years of experience/ demonstrated ability in the services industry.
- 2+ years of experience in IT software and hardware customer facing technical positions.
- 5+ years Management/Supervisory experience.
- Solutions driven based on strong operational and strategic reasoning.
- Ability to understand technical concepts and assess the impact on customer facing issues.
- Passion driven ability to make decisions based on data.
- Commanding knowledge of customer service operations and remote technical support standard methodologies and processes.
- Ability to lead the teams in times of change.
- Demonstrable record of successfully managing teams within the software services industry.
- Flexibility to work staggered days covering the weekends (Tuesday to Saturday OR Sunday to Thursday).
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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 [email protected] 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.