Case Escalation Manager

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Serve as the initial point of escalation management for customer issues that could impact Cohesity’s business relationships with key clients.

• Collaborate cross-functionally and externally with customers, partners, Sustaining and Development Engineers, Product Management, Site Reliability Engineers, and Account Teams.

• Route, lead, and/or oversee the programmatic resolution of customer concerns.

• Assess issues and determine the appropriate ownership for progress and resolution.

• Engage and guide geographically dispersed teams in formulating and implementing action plans.

• Effectively communicate status updates to executive staff, sales teams, and customers.

• Ensure teams adhere to clearly defined action plans and meet established SLAs.

• Manage complex customer situations and coordinate resources within Cohesity.

• Identify systemic and widespread product or process challenges and drive preventive measures.

• Maintain and enhance 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

• A minimum of 2 years of experience in Escalation Management or Incident Management.

• Proven ability to lead and inspire teams by developing and executing resolution plans for complex technical challenges.

• Strong analytical skills and end-to-end problem-solving capabilities.

• Exceptional written and verbal communication skills, including the ability to convey technical issues to executive, business, and technical audiences.

• Robust technical knowledge of Data Center, Storage, Networking, and Virtualization technologies.

• A customer-first mindset with a commitment to ensuring customer success.

• Ability to multitask, prioritize efficiently, and resolve issues on behalf of the customer.

• Experience in supporting international and global customers in a demanding environment.

• Comfortable working in a fast-paced, high-pressure environment.

• Bachelor’s degree in Computer Science or an equivalent field.

• Legal authorization to work in the job location.

• Preferred: Experience in Technical Account Management, Engineering, Customer Support, Program Management, Project Management, or similar customer-facing technical roles.

• MBA is a plus (optional).

🏝️ Benefits

• Equal Employment Opportunity Employer.

• Reasonable accommodation support for applicants with disabilities.

• Remote work arrangement available in Costa Rica.

• In-office expectations of 2–3 days per week for employees within a reasonable commute to core offices.

• Relocation support/expectation for candidates outside the designated job location who commit to relocating before their start date.