Technical Support Manager

Cohesity•Roseville, MN

2d•$112,000 - $140,000•Hybrid

About The Position

Cohesity is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data — across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale. We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design. Join us on our mission to shape the future of our industry. Cohesity is seeking a motivated, people-focused leader to join the Technical Support and Digital Innovation (TSDI) organization. This role is ideal for someone who leads with purpose, influences change and is passionate about building high-performing teams that deliver exceptional customer experiences. You will play a key role in driving operational excellence, developing talent, and partnering across the business to turn technical support into a true competitive advantage. This is an opportunity to make a meaningful impact by shaping support strategy, developing exceptional teams, and helping deliver experiences that set Cohesity apart.

Requirements

Bachelor’s degree and 7–10 years of experience in the support industry, preferably in technical support
Proven ability to lead and motivate large teams through change, helping them not only overcome resistance but embrace transformation
Demonstrated success delivering world-class experiences for both customers and employees
Leadership experience with direct responsibility for managing and developing employees
Track record of building and leading high-performing teams
Experience partnering with other leaders to build a strong, collaborative culture
Strong presentation and communication skills
A team-first mindset and the ability to collaborate effectively with fellow support leaders
Strong cross-functional partnership skills, with the ability to work closely with Engineering, Product Management, Sales, and Global Customer Support
Customer-facing experience, including executive presence and empathy in managing escalations and customer relationships
Positive, energetic, and visible leadership style
Strong sense of urgency and bias for action
Demonstrated ability to attract, retain, mentor, and develop top talent at all levels
Passion for customer success, with a proven ability to implement efficient processes and systems that improve the customer experience
Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support decision making

Responsibilities

Lead the TSDI organization for the Data Protect, NetBackup, and Appliance product lines across North America
Manage multiple teams of individual contributors across functional and technical customer support
Drive operational excellence and continuous improvement across the organization
Partner with cross-functional teams within TSDI and beyond to strengthen the technical support experience and create competitive advantage
Coach, mentor, and develop technical support engineers and emerging leaders
Influence leaders across the organization to drive alignment, collaboration, and shared success
Communicate effectively across teams and functions to ensure clarity of goals, priorities, and execution
Build strong working relationships with peers and key stakeholders to enable smooth execution and effective decision-making
Hire, develop, and retain top talent, including both individual contributors and people leaders
Own and improve the execution of the customer experience
Drive the success of Enterprise, Platinum, Premier, and U.S. Citizen Support offerings, while helping shape future differentiated service offerings
Serve as the voice of the customer by partnering closely with Product and Engineering teams