Technical Support Manager
Cohesity radically simplifies data management. We make it easy to back up, manage, and derive value from data -- across the data center, edge and cloud. Cohesity also helps ensure data is in compliance and protected against ransomware attacks. We offer a full suite of data management services consolidated on one multicloud data platform, reducing complexity and eliminating mass data fragmentation. Cohesity can be delivered as a service, self-managed, or provided by a Cohesity-powered partner.
We’ve been named a Leader by multiple analyst firms, and are prominently featured in the Forbes Cloud 100 and CRN’s Coolest Cloud companies. Our growth is off the charts, and we’re just getting started!
Responsibilities :
- Recruit, manage, and develop Tier III Technical Support Staff.
- Develop customer partnerships and deliver first class customer satisfaction by meeting/exceeding issue resolution and case handling targets.
- Managed escalated cases from all sources and lead root cause analysis.
- Drive positive outcomes by equipping the Tier III technical staff with necessary tools and training.
- Develop and manage performance metrics to support exceptional customer satisfaction and efficiency of resources.
- Ensuring Support procedures are implemented and followed by Work Force Leads and their teams
- Be a fierce internal advocate for our customers, and represent our customers in discussions about product direction
- Make multiple decisions and judgment calls during the day related to customer interactions, case handling, escalations, personal issues etc.
- Maintain an open-door policy for the team individuals, develop outstanding relationship with TSEs and Team leads
- Develop and implement plans to reach technical excellence in collaborations with Training Director
Education, Experience and Qualifications
- Requires a BS/BA degree from an accredited University in appropriate discipline and/or documented equivalent technical or business experience
- 10+ Years of experience
- 3+ years’ experience in IT software and hardware customer facing technical position.
- 2-4 years Management/Supervisory experience.
- Experience in problem solving in enterprise real-time SW applications including networks, database software such as SQL, Oracle.
- Strong operational and strategic thinking to drive solutions
Data driven decision making skills - Authoritative knowledge of customer service operations and remote technical support best practices and processes.
- Demonstrable record of successfully managing teams within the software services industry.
- Strong skills in leadership, communication, negotiation, motivation, and influence.
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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.
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