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.

• 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.

• 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.