Manager, Technical Support
Cohesity
IT, Customer Service
Bengaluru, Karnataka, India
Cohesity is the leader in AI-powered data security. Over 13,600 enterprise customers, including over 85 of the Fortune 100 and nearly 70% of the Global 500, rely on Cohesity to strengthen their resilience while providing Gen AI insights into their vast amounts of data. Formed from the combination of Cohesity with Veritas’ enterprise data protection business, the company’s solutions secure and protect data on-premises, in the cloud, and at the edge. Backed by NVIDIA, IBM, HPE, Cisco, AWS, Google Cloud, and others, Cohesity is headquartered in Santa Clara, CA, with offices around the globe.
We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design , and our culture.
Want to join the leader in AI-powered data security?
At Cohesity, we are transforming data management through AI‑driven innovation that changes how enterprises protect, manage, and derive value from their data. As a Technical Support Engineer (TSE) Manager, you will play a pivotal leadership role in ensuring customer success by delivering reliable, high‑quality support experiences, driving operational excellence, and building high‑performing, scalable support teams.
The TSE Manager leads a team of TSEs/Technical Support Engineers responsible for delivering world‑class, high‑availability support for DataProtect and NetBackup platforms. This role combines people leadership, operational excellence, and customer advocacy, ensuring service reliability, SLA adherence, and continuous improvement.
This is a hands‑on leadership role requiring strong people‑management capability, analytical rigor, and cross‑functional collaboration. Your leadership will directly influence customer satisfaction, adoption, retention, and long‑term trust in Cohesity solutions.
HOW YOU'LL SPEND YOUR TIME HERE:
Lead, coach, and develop a team of TSEs, fostering a culture of ownership, learning, and high performance aligned with Cohesity’s RADIO values.
Act as the primary escalation point for complex, high‑impact customer issues, ensuring timely resolution and clear, effective executive‑level communication.
Own and drive delivery of SLAs, CSAT, MTTR, backlog health, and other key operational KPIs across supported products.
Partner closely with Engineering, Product Management, Cloud Operations, and Customer Success to drive root cause analysis, permanent fixes, and systemic reliability improvements.
Drive TSE best practices, including incident management, post‑incident reviews, error budgeting, and reduction of operational toil.
Ensure effective and consistent use of Salesforce and internal systems for case management, prioritization, documentation quality, and accurate reporting.
Manage staffing, capacity planning, on‑call rotations, workload balancing, and skills coverage across global support models.
Lead operational readiness for new product releases, mergers, and platform changes through structured training programs, runbooks, and support playbooks.
Identify recurring support trends and customer pain points; translate insights into process, tooling, and product improvement initiatives.
Represent Customer Support in cross‑functional planning discussions, reliability reviews, and leadership forums, advocating for both customer and operational needs.
Demonstrated experience leveraging AI tools to streamline workflows, enhance productivity, and support high-quality decision-making.
WE'D LOVE TO TALK IF YOU HAVE MANY OF THE FOLLOWING:
Bachelor’s degree in Computer Science, Engineering, or a related field.
3+ years managing technical support or TSE teams in enterprise software or SaaS environments.
6+ years of experience in Technical Support, TSE, or Reliability Engineering roles.
Strong background in enterprise data protection, backup/recovery, storage, or cloud infrastructure.
Proven experience managing escalations and executive‑level customer communications.
Preferred Skills
Hands‑on knowledge of Linux, virtualization platforms (VMware, Hyper‑V), cloud services (AWS, Azure, GCP), and distributed systems.
Experience driving operational metrics, reliability KPIs, and service management frameworks.
Excellent written and verbal communication skills, with the ability to translate technical issues for non‑technical audiences.
Track record of leading change in fast‑paced, scaling organizations.
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Equal Employment Opportunity Employer (EEOE)
Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 1-855-9COHESITY or recruiting@cohesity.com for assistance.
In-Office Expectations
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.
Interested candidates based outside of the designated areas are welcome to apply, provided they have the right to work in the job location.
