Technical Support Manager

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. 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. Cohesity is seeking a motivated, people-focused leader to join the Technical Support and Digital Innovation (TSDI) organization. This role is ideal for someone who leads with purpose, influences change and is passionate about building high-performing teams that deliver exceptional customer experiences. You will play a key role in driving operational excellence, developing talent, and partnering across the business to turn technical support into a true competitive advantage. This is an opportunity to make a meaningful impact by shaping support strategy, developing exceptional teams, and helping deliver experiences that set Cohesity apart.

HOW YOU'LL SPEND YOUR TIME HERE

• Lead the TSDI organization for the Data Protect, NetBackup, and Appliance product lines across North America
• Manage multiple teams of individual contributors across functional and technical customer support
• Drive operational excellence and continuous improvement across the organization
• Partner with cross-functional teams within TSDI and beyond to strengthen the technical support experience and create competitive advantage
• Coach, mentor, and develop technical support engineers and emerging leaders
• Influence leaders across the organization to drive alignment, collaboration, and shared success
• Communicate effectively across teams and functions to ensure clarity of goals, priorities, and execution
• Build strong working relationships with peers and key stakeholders to enable smooth execution and effective decision-making
• Hire, develop, and retain top talent, including both individual contributors and people leaders
• Own and improve the execution of the customer experience
• Drive the success of Enterprise, Platinum, Premier, and U.S. Citizen Support offerings, while helping shape future differentiated service offerings
• Serve as the voice of the customer by partnering closely with Product and Engineering teams

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

• Bachelor’s degree and 7–10 years of experience in the support industry, preferably in technical support
• Proven ability to lead and motivate large teams through change, helping them not only overcome resistance but embrace transformation
• Demonstrated success delivering world-class experiences for both customers and employees
• Leadership experience with direct responsibility for managing and developing employees
• Track record of building and leading high-performing teams
• Experience partnering with other leaders to build a strong, collaborative culture
• Strong presentation and communication skills
• A team-first mindset and the ability to collaborate effectively with fellow support leaders
• Strong cross-functional partnership skills, with the ability to work closely with Engineering, Product Management, Sales, and Global Customer Support
• Customer-facing experience, including executive presence and empathy in managing escalations and customer relationships
• Positive, energetic, and visible leadership style
• Strong sense of urgency and bias for action
• Demonstrated ability to attract, retain, mentor, and develop top talent at all levels
• Passion for customer success, with a proven ability to implement efficient processes and systems that improve the customer experience
• Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making

Disclosure Pursuant to Applicable State 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, 401(k) retirement plan, life and disability insurance coverages, and other benefits the Company may offer from time to time. Pay Range : $112,000.00-$140,000.00 The compensation noted above is based on an annualized hourly rate assuming normal full-time employment. 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 View email address on click.appcast.io 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.