Informacje o stanowisku

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, possess the experience and skills to manage a team of technical experts, and be passionate about providing superior customer experience.

What Youll Do

1. Build and lead a highly effective and technical support team with a customer-first mindset.
2. Lead the team in supporting Arista’s Cloud Networking Data Center and campus-based networking products and solutions.
3. Manage day-to-day technical support operations working with engineers, development teams, and customers.
4. Drive Root Cause Analyses (RCA) for high visibility outages and incidents for Arista customers.
5. Provide oversight of high priority hardware/software problems and ensure timely resolution while achieving full customer satisfaction.
6. Coach engineers in troubleshooting, service restoration, and incident management techniques.
7. Anticipate and address any customer escalation concerns through product knowledge/expertise.
8. Identify product quality trends, drive the reduction of incidents by analyzing monthly data, investigating, and resolving problems.
9. Manage tactical business tasks and provide the team with the necessary tools and directives to be successful.
10. Participate in a regular cadence with the team members and global managers.
11. Drive knowledge management and training on complex technologies for the team.

Qualifications

1. Minimum educational level is a BS/MS degree in a technical field (CS/EE preferred). Industry certifications are desirable.
2. Minimum 7 years experience supporting customers in networking platforms and technologies, with knowledge of architecture, design, and deployment of networks.
3. Minimum 2 years of experience in a team leadership or people management role within a customer support organization.
4. Demonstrable passion for influencing positive change and leading others.
5. Knowledge of Layer 1, 2, and 3 protocols from the OSI model is highly desirable.

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