Who You'll Work With
The Manager, Technical Services role at Arista is responsible for managing a group of the best customer support engineers within Arista’s World Class support organization. Arista is committed to building a new team of engineers in Poland to be part of our global support team, with TSEs. (Technical Solutions Engineers) reporting to the manager.
This role requires you to build and lead engineers and ensure that Arista provides the very best of post sales support to our customers. The ideal candidate will have a strong technical background in computer networking,will possess the experience and skills to manage a team of technical experts and is passionate in providing superior customer experience.
What You'll Do
● Build and lead a highly effective and technical support team with a customer-first mindset
● Lead the team in supporting Arista’s Cloud Networking Data Center and campus-based
networking products and solutions
● Manage day to day technical support operations working with engineers, development teams as well as customers.
● Drive Root Cause Analyses (RCA) for high visibility outages and incidents for Arista
customers
● Oversight of high priority hardware/software problems and ensuring timely resolution while
achieving full customer satisfaction
● Coach engineers in troubleshooting, service restoration, and incident management
techniques
● Anticipate and address any customer escalation concerns through product
knowledge/expertise
● Identify product quality trends, drive the reduction of incidents by analyzing monthly data,
investigating, and resolving problems
● Manage tactical business tasks and provide the team with the necessary tools and directives to be successful
● Participate in a regular cadence with the team members and global managers
● Drive knowledge management and training on complex technologies for the team
● Minimum educational level is a BS/MS degree in a technical field (CS/EE preferred). Industry certifications are preferred are desirable
● Minimum 7 years experience supporting customers in networking platforms and
technologies, with knowledge of architecture, design and deployment of networks
● Minimum 2 year of experience in a team leadership or a people management role with a
customer support organization
● Demonstrable passion for influencing positive change and leading others
● Knowledge of Layer 1, 2 and 3 protocols from the OSI model are highly desirable
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