As a Sr Mgr, Sustenance Engineering at Cohesity, you will lead a dynamic team of ~15 North America-based Sustenance Engineers, working closely with Support, Sustenance, and R&D to resolve escalated cases and drive product improvements. You'll advocate for customer needs while enhancing product supportability and debuggability. HOW YOU'LL SPEND YOUR TIME HERE: 1. Lead & Mentor team of ~15 North America based Sustenance Engineers and represent Global Sustenance Engineering Team (GSE). 2. Serve as the bridge between R&D and Customer Support (and associated teams) - advocating for customer needs within engineering and driving engineering-led solutions across support organizations. 3. Take charge of advanced and critical customer cases, leading investigations and owning resolution end-to-end. 4. Represent critical customer accounts and serve as the point of contact to coordinate and resolve complex issues holistically. 5. Monitor SLAs and ensure exceptional quality of service delivery while continuously streamlining processes for faster response and resolution. 6. Drive a results-oriented culture with a focus on execution, quality, and speed-championing continuous improvement and innovation across the team. 7. Own internal and external dashboards and key performance metrics related to customer satisfaction and team efficiency. WE'D LOVE TO TALK TO YOU IF YOU HAVE MANY OF THE FOLLOWING: 1. BS/MS in Computer Science, Engineering, or equivalent professional experience 2. Manager with 3+ years leading technical teams in support or engineering environments and 8+ years of total Engineering experience with strong exposure to SDLC practices. 3. Demonstrated ability to solve problems, lead solutions in a hyper-converged environment involving storage, networking, security etc., 4. Passion for making data-driven decisions 5. Proficient understanding of customer service operations and remote technical support methodologies and standard processes 6. Track record of recruiting top talent and building scalable, high-performing teams 7. Proven ability to lead critical accounts end-to-end, manage escalations across multiple stakeholders, and make sound decisions under pressure 8. 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 : $186,300.00-$207,000.00 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. 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.