Manager, Sustenance Engineering

Cohesity•Santa Clara, CA

15d•$186,300 - $207,000•Hybrid

About The Position

As a Manager, 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.

Requirements

BS/MS in Computer Science, Engineering, or equivalent professional experience
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.
Demonstrated ability to solve problems, lead solutions in a hyper-converged environment involving storage, networking, security etc.,
Passion for making data-driven decisions
Proficient understanding of customer service operations and remote technical support methodologies and standard processes
Track record of recruiting top talent and building scalable, high-performing teams
Proven ability to lead critical accounts end-to-end, manage escalations across multiple stakeholders, and make sound decisions under pressure
Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making.

Responsibilities

Lead & Mentor team of ~15 North America based Sustenance Engineers and represent Global Sustenance Engineering Team (GSE).
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.
Take charge of advanced and critical customer cases, leading investigations and owning resolution end-to-end.
Represent critical customer accounts and serve as the point of contact to coordinate and resolve complex issues holistically.
Monitor SLAs and ensure exceptional quality of service delivery while continuously streamlining processes for faster response and resolution.
Drive a results-oriented culture with a focus on execution, quality, and speed—championing continuous improvement and innovation across the team.
Own internal and external dashboards and key performance metrics related to customer satisfaction and team efficiency.