Manager, Technical Support
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Key skills for this role
About the Role
Cohesity seeks a Manager of Customer Support to lead a team of Site Reliability Engineers in Vancouver. The role involves managing advanced cases, creating performance metrics, and ensuring customer satisfaction.
Key Skills for This Role
Responsibilities
- 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 underlying causes
- 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 customers, representing their needs in product direction discussions
- Make judgment calls and decisions pertaining to customer interactions, case handling, partner concerns
- 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
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 fix issues in enterprise real time software applications
- Proficient understanding of customer service operations and remote technical support standard methodologies
- Demonstrable record of successfully managing and leading teams within the software services industry
- Expertise in at least one of: Linux, Virtualization, Networking, Storage
Full Job Posting
Company Overview
- Cohesity is a leader in AI powered data security and management, helping organizations defend against cybersecurity threats.
- Cohesity has been named a Leader by multiple analyst firms and recognized for Innovation, Product Strength, and Simplicity in Design.
Position Requirements
- Must reside in Canada (preferably in the West Side).
- Commitment to the working hours of 10am 7pm PST.
- Expertise in (at least one of): Linux / Virtualization / Networking / Storage.
How You'll Spend Your Time Here
- 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.
WE'D LOVE TO TALK IF YOU HAVE MANY OF THE FOLLOWING
- 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.
- Demonstrated experience using AI tools to improve productivity, organization, and sales effectiveness.
Pay Range
- CAD 100,800.00 CAD 126,000.00 (annualized).
- May also be eligible for bonus compensation, commission, and/or equity grants.
In Office Expectations
- Cohesity employees who are within a reasonable commute work out of our core offices 2 3 days a week of their choosing.
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