Technical Services Manager

3 days ago


Banana Shire, Australia Arista Networks Full time
About the Role

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

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