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Technical Support Manager

Cohesity

Cohesity

IT, Customer Service
Heredia Province, Heredia, Costa Rica
Posted on May 6, 2025

Cohesity is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data — across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale.

We’ve been named a Leader by multiple analyst firms and have been globally recognized for Innovation, Product Strength, and Simplicity in Design.

Join us on our mission to shape the future of our industry.

Join Cohesity and be part of a team revolutionizing data management for organizations. As the Manager of the Technical Support team, you'll lead a team of skilled multi-lingual Technical Support Engineers in Costa Rica. Work closely with the Country Site Director and US counterparts to establish a world-class global support model. Ideal for someone passionate about customer satisfaction, thriving in a fast-paced environment, and making a significant impact.
How You'll Spend Your Time Here
  • Thrive to build positive customer relationships 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 resource efficiency.
  • 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 to You if You Have Many of the Following
  • 12 years of customer-facing experience in IT, software, hardware, storage, networking, or security.
  • 10 years of experience managing technical staff in a support environment.
  • Demonstrated fluency in both English and Portuguese
  • 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.

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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.