Manager, Technical Support

Cohesity is the leader in AI-powered data security. Over 13,600 enterprise customers, including over 85 of the Fortune 100 and nearly 70% of the Global 500, rely on Cohesity to strengthen their resilience while providing Gen AI insights into their vast amounts of data. Formed from the combination of Cohesity with Veritas’ enterprise data protection business, the company’s solutions secure and protect data on-premises, in the cloud, and at the edge. Backed by NVIDIA, IBM, HPE, Cisco, AWS, Google Cloud, and others, Cohesity is headquartered in Santa Clara, CA, with offices around the globe.   We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design , and our culture.  Want to join the leader in AI-powered data security?  Join Cohesity and be part of a team revolutionizing data management for organizations. As the Manager of Customer Support, you'll lead a team of skilled Site Reliability Engineers. Work closely with the Country Site Director and APJ counterparts to establish a world-class global support model. Ideal for someone passionate about customer satisfaction, thriving in a fast-paced environment, and making a significant impact. HOW YOU'LL SPEND YOUR TIME HERE Supervise daily operations of customer service teams. Handle escalated issues and complaints. Create and maintain performance metrics. Conduct regular team meetings and coaching. Ensure adherence to company policies. Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making. WE'D LOVE TO TALK IF YOU HAVE MANY OF THE FOLLOWING Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives.  Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results. Establishes and assures adherence to budgets, schedules, work plans, and performance requirements. In-depth knowledge of company products/services. Performance measurement and reporting. Strong leadership and decision-making abilities. Employee scheduling and resource allocation. Compliance and regulatory knowledge. Minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years of experience; or equivalent experience. #LI-TH1 Data Privacy Notice for Job Candidates: For information on personal data processing, please see our Privacy Policy. 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 recruiting@cohesity.com 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. Interested candidates based outside of the designated areas are welcome to apply, provided they have the right to work in the job location.