Case Escalation Specialist

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?
We're looking for a dedicated, curious problem solver to join our team as a Case Escalation Specialist!
The position is a high-visibility role that provides the first level of escalation management for customer issues that are jeopardizing the Cohesity business relationship with key customers. These issues typically have executive transparency and involve issues that span product, service, support and other business functions within Cohesity.
The role requires both cross-functional as well as external coordination with customers and partners, Sustaining and Development Engineers, Product Management, Site Reliability Engineers, and Account Teams in unison to resolve customer challenges.
In this role, you will route, lead and/or manage the programmatic resolution of customers' issues.
HOW YOU'LL SPEND YOUR TIME HERE:
Triaging and identifying the right ownership for driving progress and resolution of customer’s issues
Engage and/or lead cross-functional and geographically dispersed teams in the development and execution of action plans to address escalated issues
Effectively communicate status to executive staff, sales teams, and the customer
Ensure the cross-functional team is working off of clearly established action plans (ex. Who, What, When) and delivering within established SLAs
Lead complex customer situations, coordinating the actions of the engaged Cohesity resources
Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Maintain and expand a solid understanding of current Cohesity products and their business applications
The escalation manager is an individual contributor role that reports to the program Geo lead and works seamlessly with Engineering, Product Management, Customer Support, Professional Services and customer-facing teams to address customer issues
WE'D LOVE TO TALK IF YOU HAVE ANY OF THE FOLLOWING:
2+ years of Escalation Management or Incident Management experience
Demonstrated ability to lead and motivate others through developing and executing resolution plans for complex technical issues
Strong analytical and end-to-end problem-solving skills
Excellent written and verbal communication skills, including the ability to articulate technical issues to executive, business, and technical audiences
Strong technical knowledge with a solid understanding of Data Center, Storage, Networking, and Virtualization technologies
Excellent customer-first mindset with a proven commitment to driving customer success
Ability to multitask, prioritize effectively, and drive issues to closure on behalf of the customer
Experience working in a challenging environment supporting international and global customers
Comfortable operating in a fast-paced, demanding environment
Nice to have: Experience in Technical Account Management, Engineering, Customer Support, Program Management, Project Management, or similar customer-facing technical roles
Education and Experience:
BA/BS in computer science or equivalent (MBA a plus).
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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.
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.