Technical Services Manager

1 miesiąc temu

Kraków, Lesser Poland Arista Networks Pełny etat
Job Overview

The Technical Services Manager role at Arista Networks is a critical position that requires a strong technical background in computer networking. The ideal candidate will have a minimum of 7 years of experience supporting customers in networking platforms and technologies, with knowledge of architecture, design, and deployment of networks.

Key Responsibilities

  • 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, and 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

Requirements

  • Minimum educational level is a BS/MS degree in a technical field (CS/EE preferred)
  • Industry certifications are preferred
  • Minimum 2 years of experience in a team leadership or 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 is highly desirable

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