Manager, Technical Support
Core
Lead a team of Site Reliability Engineers to manage advanced technical support cases, drive issue resolution, and establish a global support model for Cohesity's data security and management platform.
Role type
Manager, Technical Support (Team Lead)
Builds
Global support model and customer satisfaction metrics for data security and management solutions
Domain
Data security, data management, cloud, and enterprise software support
Deliverable
client delivery
Required skills
Team leadership, advanced technical troubleshooting, performance metrics management, stakeholder advocacy, operational strategy, decision-making, remote support methodologies, enterprise software support
Preferred skills
Linux/Virtualization/Networking/Storage expertise, AI tool utilization, fast-paced environment experience, data-driven reasoning
Responsibilities
Lead investigations into advanced customer cases, create and handle performance metrics, ensure support procedures are followed, advocate for customers in product direction discussions, develop plans for technical excellence, manage team relationships
Seniority
Manager, hands-on leadership
