Technical Support Manager

We strongly prefer candidates who are currently located in or near the designated job location. Candidates outside the area should apply only if they are committed to relocating prior to their start date and have the legal right to work in the job location.

About the role

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.

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

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

Benefits

• Comprehensive health and wellness benefits
• Vacation, paid holidays, and refresh days
• 401(k) retirement plan
• Life and disability insurance coverages
• Other benefits the Company may offer from time to time

Pay

This position has a starting pay range of $112,000.00 - $140,000.00 annually. Actual salary depends upon many factors, including a candidate’s skills, qualifications and experience, location, and salary expectations. This position may also be eligible for bonus compensation, commission (if in a sales function), and/or equity grants.

Schedule

Cohesity employees who are within a reasonable commute (e.g., within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.