Technical Support Manager
About The Position
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
Benefits
- health and wellness benefits
- vacation
- paid holidays and refresh days
- 401(k) retirement plan
- life and disability insurance coverages
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What This Job Offers
Job Type
Full-time
Career Level
Manager
