Manager, Technical Support

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.

Please note the following requirements for this position:

• Must reside in Canada (preferably in the West Side)

• Commitment to the working hours of 10am-7pm PST

• Expertise in (at least one of): Linux / Virtualization / Networking / Storage
  

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 US 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

• Thrive to build positive relationships with customers and provide first-rate customer satisfaction by meeting or exceeding case handling and issue resolution goals.
• Take charge of advanced cases from various sources and lead investigations into the underlying causes.
• Demonstrate the ability to create and handle performance metrics to support outstanding customer satisfaction and efficiency of resources.
• Ensure support procedures are implemented and followed by leads and their teams.
• Be a steadfast internal advocate for our customers, representing their needs in discussions about product direction.
• Make a number of judgment calls and decisions pertaining to customer interactions, case handling, partner concerns, and more throughout the course of the day.
• Maintain an open-door policy for team members, developing outstanding relationships with SREs, team leads, and management.
• Collaborate with colleagues to develop and implement plans that achieve technical excellence.

WE'D LOVE TO TALK IF YOU HAVE MANY OF THE FOLLOWING

• 10 Years of experience
• Customer-facing experience in IT, software, hardware, storage, networking, or security.
• Experience managing technical staff in a support environment.
• Demonstrated ability to solve problems and experience fixing issues in enterprise real-time software applications, including networks and database software such as SQL and Oracle.
• Dedicated individuals with strong operational and strategic reasoning.
• A passion drive ability for making decisions based on data.
• Proficient understanding of customer service operations and remote technical support standard methodologies and processes.
• Demonstrable record of successfully managing and leading teams within the software services industry.
• Demonstrable experience in fast-paced and ramp-up enterprise support environments.
• Demonstrated experience using AI tools to improve productivity, organization, and sales effectiveness

Disclosure Pursuant to Applicable Equal Pay Transparency Laws - This position has a starting pay range as listed below. Actual salary depends upon many factors, including a candidate’s skills, qualifications and experience, location, and salary expectations, and therefore a starting salary at the low end, high end, or even above the stated range may be offered. This position may also be eligible for bonus compensation, commission (if in a sales function), and/or equity grants. Additionally, full-time employees are eligible to participate in our comprehensive benefits framework, including health and wellness benefits, vacation, paid holidays and refresh days, pension - RRSP, life and disability insurance coverages, and other benefits the Company may offer from time to time.

Pay Range :

The compensation noted above is based on an annualized hourly rate assuming normal full-time employment.

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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 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.

We strongly prefer candidates who are currently located in or near the designated job location. Candidates outside the area should apply only if they are committed to relocating prior to their start date and have the legal right to work in the job location.