Cohesity

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?

Passionate about defending the world's data? Join Cohesity!

Join Cohesity and be part of a team revolutionizing data management for organizations. As the Manager of the Technical Support team, you'll lead a team of skilled Technical Support Engineers in Costa Rica. 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 customer relationships 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 resource efficiency.
• 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 TO YOU IF YOU HAVE MANY OF THE FOLLOWING

• 12 years of customer-facing experience in IT, software, hardware, storage, networking, or security.
• 10 years of experience managing technical staff in a support environment.
• Demonstrated fluency in English
• 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 ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.

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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 talent@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.