{"id":2122434,"url":"https://alion.io/job/cohesity-case-escalation-manager","title":"Case Escalation Manager","company":{"id":1043373,"name":"Cohesity","domain":"cohesity.com","url":"https://alion.io/company/cohesity-3","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":24000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":814},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"GCP","optional":false}],"status":"live","first_seen_at":"2026-09-10T00:00:00Z","employer_posted_date":"2026-09-10","last_verified_at":"2026-10-12T06:00:57Z","board_verified":true,"closed_at":null,"days_open":32,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":32},"description":"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. \nWe’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. \nWant to join the leader in AI-powered data security?\nThe position is a strategic, high-visibility role that provides the highest level of escalation management for customer issues that are jeopardizing the Cohesity business relationship and/or sales opportunities with key customers. These issues typically have executive transparency and involve issues that span product, service, support and other business functions within Cohesity.\nThe 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 complex challenges. In this role, you will lead and manage the programmatic resolution of customers' critical issues by building and owning an interdepartmental, cross-functional, and geographically-located virtual team.\nHOW YOU'LL SPEND YOUR TIME HERE:\nOwnership for driving progress and resolution of customer’s critical issues\n\nEngage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations\n\nEffectively communicate critical issue status to executive staff, sales teams, and the customer\n\nDrive transparency into customer issue trends through case audits and work to get ahead of issues proactively\n\nEnsure the cross-functional team is working off of clearly established action plans (ex. Who, What, When) and delivering within established SLAs\n\nLead complex customer situations, coordinating the actions of the engaged Cohesity resources\n\nIdentify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems\n\nMaintain and expand a solid understanding of current Cohesity products and their business applications\n\nParticipate in weekly escalation review meetings between Sales, Customer Support, Product Management, and Engineering\n\nThe escalation manager is an individual contributor role that reports to the program director and works seamlessly with Engineering, Product Management, Customer Support, Professional Services and customer-facing teams to address and prevent critical issues\n\nWE'D LOVE TO TALK IF YOU HAVE ANY OF THE FOLLOWING:\nCapacity to work in a challenging environment with international clients\n\nWritten and verbal communication skills; including the ability to clearly articulate technical issues to executive audiences as well technical and also explain the impact in business terms\n\nStrong analytical and end to end problem-solving skills\n\nSolid Technical Knowledge, ability to articulate technical concepts clearly, good understanding of Data Center, Storage, Networking, Virtualization technologies.\n\nCapability to multitask and prioritize with a strong sense of getting to closure on behalf of the customer\n\nBe comfortable in a fast-paced, demanding environment with global customers\n\nHave an excellent customer-first demeanor and willingness to go beyond expectations to ensure customer success\n\nDemonstrated proficiencies to lead and motivate others through forming and executing resolution plans for complex issues\n\n2+ years of Escalation Management experience - Account escalation experience required, and proven experience in managing Critical Customer situations.\n\nDemonstrated experience leveraging AI tools to streamline workflows, enhance productivity, and support high-quality decision-making.\n\nAdditional experience in Technical Account Management, Engineering Management, Customer Support Management, Program/Project Management or similar roles\n\nData Privacy Notice for Job Candidates:\nFor information on personal data processing, please see our Privacy Policy.\nEqual Employment Opportunity Employer (EEOE)\nCohesity 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.\nIf 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  for assistance.\nIn-Office Expectations\nCohesity 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.\nWe 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.","description_format":"text","description_chars":5671,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Security Operations"],"lifecycle":[{"event":"open","at":"2026-10-09T00:01:34Z"}],"visa":[],"liveness":{"score":26,"band":"fade","label":"Fading","p_open":1,"p_active":0.599,"p_room":0.44,"age_days":32,"expected_fill_days":29,"reasons":["conf:0","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/cohesity-case-escalation-manager","json_url":"https://alion.io/job/cohesity-case-escalation-manager.json","meta":{"generated_at":"2026-10-12T09:11:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13825,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1043373},"rest":"https://alion.io/mcp/rest/get_company?id=1043373"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcohesity-case-escalation-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcohesity-case-escalation-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcohesity-case-escalation-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cohesity-case-escalation-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcohesity-case-escalation-manager"}]}