Manager, Technical Support

Cohesity•Canada - British Columbia - Remote, BC

18h•$100,800 - $126,000•Hybrid

About The Position

Cohesity is a leader in AI-powered data security and management. 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.

Requirements

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.

Responsibilities

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.