Case Escalation Manager

🔥 3 hours ago

🇨🇷 Costa Rica – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cohesity

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

Cybersecurity • Data Management • Cloud

Cohesity is a cloud data management platform that enables enterprises to protect, back up, and manage their data across various environments in a unified manner. By providing comprehensive solutions for data protection, security, and compliance, Cohesity helps organizations to optimize their data management strategies and enhance resilience against cyber threats and data loss. Their services are tailored to improve operational efficiency and empower businesses to derive actionable insights from their data.

📋 Description

• Provide first-level escalation management for customer issues jeopardizing Cohesity’s business relationships with key customers • Coordinate cross-functionally and externally with customers, partners, Sustaining and Development Engineers, Product Management, Site Reliability Engineers, and Account Teams • Route, lead, and/or manage programmatic resolution of customer issues • Triage issues and identify the appropriate ownership for progress and resolution • Engage and lead geographically dispersed teams in developing and executing action plans • Communicate status effectively to executive staff, sales teams, and customers • Ensure teams follow clearly established action plans and meet established SLAs • Lead complex customer situations and coordinate Cohesity resources • Identify systemic and pervasive product or process issues and drive preventive actions • Maintain and expand understanding of Cohesity products and business applications • Report to the program Geo lead and collaborate with Engineering, Product Management, Customer Support, Professional Services, and customer-facing teams

🎯 Requirements

• 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 ability to articulate technical issues to executive, business, and technical audiences • Strong technical knowledge of Data Center, Storage, Networking, and Virtualization technologies • Customer-first mindset with commitment to driving customer success • Ability to multitask, prioritize effectively, and drive issues to closure on behalf of the customer • Experience supporting international and global customers in a challenging environment • Comfortable operating in a fast-paced, demanding environment • BA/BS in computer science or equivalent • Legal right to work in the job location • Nice to have: Experience in Technical Account Management, Engineering, Customer Support, Program Management, Project Management, or similar customer-facing technical roles • MBA a plus (optional)

🏖️ Benefits

• Equal Employment Opportunity Employer • Reasonable accommodation support for applicants with disabilities • Remote work arrangement in Costa Rica • In-office expectations of 2–3 days per week for employees within a reasonable commute of core offices • Relocation support/expectation for candidates outside the designated job location who commit to relocating before their start date