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.
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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 :
$100,800.00-$126,000.00
The compensation noted above is based on an annualized hourly rate assuming normal full-time employment.
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.
