Case Escalation Manager

Cohesity

. Provide first-level escalation management for customer issues jeopardizing Cohesity’s business relationships with key customers .

Posted 9/17/2026full-timeRemote • Costa RicaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong expertise in Escalation Management and Incident Management, with a focus on leading cross-functional teams to resolve complex technical issues while ensuring customer satisfaction. Possesses a solid understanding of Data Center, Storage, Networking, and Virtualization technologies, complemented by excellent communication skills for articulating technical matters to diverse audiences.

Highest-signal resume keywords

Escalation ManagementIncident ManagementData Center TechnologiesCustomer SuccessAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Escalation ManagementIncident ManagementData Center TechnologiesStorage TechnologiesNetworking TechnologiesVirtualization TechnologiesResolution PlanningTechnical Account ManagementProgram ManagementProject Management

Soft Skills

LeadershipCommunicationMultitaskingPrioritizationCustomer-First Mindset

Certifications & Qualifications

BA/BS in Computer ScienceMBA (Optional)

Industry Keywords

Customer SupportCross-Functional CoordinationSLA ManagementGlobal Customer SupportTechnical Communication

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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