Technical Services Manager
3 days ago
We are seeking a highly skilled and experienced Technical Services Manager to join our team at Arista Networks. As a key member of our World Class support organization, you will be responsible for managing a team of technical experts and ensuring that our customers receive the highest level of post-sales support.
Key Responsibilities- Team Leadership: Build and lead a highly effective and technical support team with a customer-first mindset.
- Technical Support: Lead the team in supporting Arista's Cloud Networking Data Center and campus-based networking products and solutions.
- Operational Management: Manage day-to-day technical support operations working with engineers, development teams, as well as customers.
- Incident Management: Drive Root Cause Analyses (RCA) for high visibility outages and incidents for Arista customers.
- Problem Resolution: Oversee high priority hardware/software problems and ensure timely resolution while achieving full customer satisfaction.
- Training and Development: Coach engineers in troubleshooting, service restoration, and incident management techniques.
- Customer Escalation: Anticipate and address any customer escalation concerns through product knowledge/expertise.
- Quality Improvement: Identify product quality trends, drive the reduction of incidents by analyzing monthly data, investigating, and resolving problems.
- Tactical Business Tasks: Manage tactical business tasks and provide the team with the necessary tools and directives to be successful.
- Communication: Participate in regular cadence with the team members and global managers.
- Knowledge Management: Drive knowledge management and training on complex technologies for the team.
- Education: Minimum educational level is a BS/MS degree in a technical field (CS/EE preferred). Industry certifications are desirable.
- Experience: Minimum 7 years experience supporting customers in networking platforms and technologies, with knowledge of architecture, design, and deployment of networks.
- Leadership Experience: Minimum 2 years of experience in a team leadership or people management role within a customer support organization.
- Soft Skills: Demonstrable passion for influencing positive change and leading others.
- Technical Knowledge: Knowledge of Layer 1, 2, and 3 protocols from the OSI model is highly desirable.
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