Manager, Technical Support
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Job Location:
Monthly Salary:
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
Cohesity is the leader in AI-powered data security. Over 13600 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 companys 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.
Weve 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
At Cohesity we are transforming data management through AIdriven innovation that changes how enterprises protect manage and derive value from their data. As aTechnical Support Engineer (TSE) Manager you will play a pivotal leadership role in ensuring customer success by delivering reliable highquality support experiences driving operational excellence and building highperforming scalable support teams.
TheTSE Manager leads a team of TSEs/Technical Support Engineers responsible for delivering worldclass highavailability support for DataProtect and NetBackup platforms. This role combines people leadership operational excellence and customer advocacy ensuring service reliability SLA adherence and continuous improvement.
This is a handson leadership role requiring strong peoplemanagement capability analytical rigor and crossfunctional collaboration. Your leadership will directly influence customer satisfaction adoption retention and longterm trust in Cohesity solutions.
HOW YOULL SPEND YOUR TIME HERE:
Lead coach and develop a team of TSEs fostering a culture of ownership learning and high performance aligned with CohesitysRADIO values.
Act as the primary escalation point for complex highimpact customer issues ensuring timely resolution and clear effective executivelevel communication.
Own and drive delivery ofSLAs CSAT MTTR backlog health and other key operational KPIs across supported products.
Partner closely withEngineering Product Management Cloud Operations and Customer Successto drive root cause analysis permanent fixes and systemic reliability improvements.
Drive TSE best practices includingincident management postincident reviews error budgeting and reduction of operational toil.
Ensure effective and consistent use ofSalesforce and internal systemsfor case management prioritization documentation quality and accurate reporting.
Managestaffing capacity planning oncall rotations workload balancing and skills coverageacross global support models.
Lead operational readiness fornew product releases mergers and platform changesthrough structured training programs runbooks and support playbooks.
Identify recurring support trends and customer pain points; translate insights intoprocess tooling and product improvement initiatives.
Represent Customer Support incrossfunctional planning discussions reliability reviews and leadership forums advocating for both customer and operational needs.
Demonstrated experience leveraging AI tools to streamline workflows enhance productivity and support high-quality decision-making.
WEDLOVE TO TALK IF YOU HAVE MANY OF THEFOLLOWING:
Bachelors degree in Computer Science Engineering ora relatedfield.
3 years managing technical support orTSEteams in enterprise software or SaaS environments.
6 years of experience in Technical SupportTSE or Reliability Engineering roles.
Strong background in enterprise data protection backup/recovery storage or cloud infrastructure.
Proven experience managing escalations and executivelevel customer communications.
Preferred Skills
Handson knowledge of Linux virtualization platforms (VMware HyperV) cloud services (AWS Azure GCP) and distributed systems.
Experience driving operational metrics reliability KPIs and service management frameworks.
Excellent written and verbal communication skills with the ability to translate technical issues for nontechnical audiences.
Track record of leading change in fastpaced scaling organizations.
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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 atCOHESITY or 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.
Required Experience:
Manager
About Company
Cohesity gives you both data security and data management. Defend against ransomware with immutable backup, AI-based early threat detection, and rapid data recovery.
