Manager Technical Services

Who Youll Work With

As part of Aristas Technical Services team you will be working with some of the most skilled customer engineers in the industry who act as our customers champions. You will also work closely with members of software/hardware engineering product management customer engineering and sales teams. Our culture is built on collaboration where highly technical individuals come together as One Team to deliver exceptional customer satisfaction.

What Youll Do

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 strong technical background in computer networks and skills to lead a team of technical experts focused on postsales troubleshooting.

Responsibilities

• Attract and hire exceptional talent aligned to Aristas culture and business.
• Define the responsibilities and expectations of each engineer on the team. Solicit document and provide balanced feedback on their performance addressing opportunities for development and growth.  Recognize and reward outstanding performance.
• Partner with engineers to develop actionable plans to support career goals including developing technical communication people and leadership skills.
• Hold career development meetings and monthly 1 on 1 syncup reviews with direct employees.
• Promote internal and external career opportunities to the team to support employee growth development and business opportunities.
• Build and develop a highperforming team.
• Develop and execute team plans that support the TAC organizations goals and objectives. 
• Develop a resources skills matrix for the team addressing any current or future team gaps based on existing products and Product Line Management (PLM) Road Maps.
• Hold regular meetings with the team. Manage team performance to goals continuously evaluating and adjusting as necessary.
•  Drive Root Cause Analyses (RCA) and Major Problem Review (MPR) for high visibility outages and incidents for Arista customers.
• Promote and cultivate a team spirit and a culture built on open communication collaboration teamwork trust and integrity.
• Effectively manage daytoday team operations.
• Accountable for developing and executing action plans to meet TAC team objectives contributing to customer NPS scores and business priorities.
• Understand and articulate local team alignment to organizational vision and strategy and drive the team to achieve results.
• Build a culture of collaboration with a priority of knowledge sharing within the technology functions leveraging people processes and tools.
• Exhibit proficient and thorough understanding of tools process policies and procedures (PPP). Identify innovate and execute opportunities to optimize the business.
• Socialize share and seek best practices across Global Support managers and Directors.
• Engage in quality improvement initiatives With Development and PLM.
• Be a change leader modeling and integrating change management practices in the team to accelerate process tools and behavior adoption.
• Develop a team/peer strategy to enhance the customer experience by proactively engaging in case reviews escalation ownership and feedback from Tech Leads Team Leads Customer Success leads and Escalation resources.
• Serve as a customers advocate by identifying case management trends and proactively escalating issues via Team/Tech leads Escalation and development teams.
• Act as an escalation point for customers.
• Empower Technical Solution Engineers (TSEs) in ownership of customer issues. 
• Foster an environment of inclusion and diversity reinforcing Aristas core values and culture.
• Create a work environment where people are valued and rewarded for their accomplishments.
• Be a Team role model exhibiting personal competencies of selfawareness willingness to help others selfmotivation and social awareness.

Qualifications :

• Masters in CS/IT/CIS/EE or equivalent in experience.
• Minimum of 4 years direct management experience and working knowledge of networking industry products and protocols.
• Minimum of 57 years of handson experience and a combination of the following: designing deploying configuring supporting troubleshooting debugging and administering the following network protocols and technologies:
  • Knowledge in the following areas desired: Ethernet RSTP/ MSTP VLANs IP Routing TCP/IP BGP eBGP VxLAN EVPN Multicast Spanning Tree QoS ARP BGP DHCP Flow Control ICMP IGMP IPv4 & IPv6 LACP LLDP Open Flow OSPF PIM QOS RIP Sflow SNMP STP.
• A strong comfort level with Linux is highly desired.
• Familiarity with programming/scripting (C Java Python Perl JavaScript shell) is a plus.
• Industry Certifications are a plus.

#LISP1

Additional Information :

Arista Networks is an equal opportunity employer.  Arista makes all hiring and employmentrelated decisions in a nondiscriminatory manner without regard to race color religion sex sexual orientation gender identity national origin or any other factor determined to be unlawful under applicable federal state or law law.  All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Fulltime