Manager, Technical Services at Arista is responsible to build, manage, and lead a team of Technical Solutions Engineers to support the global customer base using Arista products and solutions.
An ideal candidate will have a strong technical background in computer networks and the skills to lead a team of technical experts focused on post-sales troubleshooting.
Lead technical support of Arista’s Cloud Networking Data Center and Campus-based networking products and solutions.
Drive Root Cause Analyses (RCA) and Major Problem Review (MPR) for high visibility outages and incidents for Arista customers.
Coach team members in troubleshooting, service restoration, and incident management
Oversight of high-priority hardware / software problems and ensuring timely resolution with high customer satisfaction.
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.
Build and lead a highly effective and technical team with a customer-first mindset.
Participate in a regular cadence with the team members and global managers.
Drive knowledge management and training on complex technologies for the team
Minimum education is a BS / MS in a technical field (CS / EE / ITP preferred). Industry certifications are preferred. Prior TAC experience preferred.
A minimum of 5+ years of networking experience including in-depth knowledge of architecture, design, and deployment of enterprise Data Center and / or Campus based network solutions.
1-2 years of team leadership or front line management experience is required
Customer-facing experience in a technical organization, with a team lead background preferred
Expertise in routing and switching technologies, Including hands-on experience of deploying, configuring, supporting, and debugging TCP / IP network protocols and technologies
Knowledge and hands-on experience in the Layer 1, 2 or Layer 3 protocols highly desirable.
Passionate about influencing change and leading teams by educating and encouraging them