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Technical Services Manager

2 months ago

Cary, North Carolina, United States Arista Networks Full time
Job Overview

Company Overview
Arista Networks stands at the forefront of data-driven networking solutions tailored for expansive data centers, campus environments, and routing frameworks. Our commitment to innovation drives us to harness cutting-edge advancements in cloud technology, artificial intelligence, and software-defined networking, ensuring our clients maintain a competitive advantage in a rapidly evolving digital landscape.

We prioritize a diverse and inclusive workplace, recognizing that varied perspectives foster creativity and innovation. Our accolades, including recognition for Best Engineering Team and Best Company for Diversity, reflect our dedication to excellence and high performance.

Key Responsibilities

The Manager of Technical Services at Arista is tasked with building, overseeing, and leading a team of Technical Solutions Engineers dedicated to supporting our global clientele with Arista's products and services. The ideal candidate will possess a robust technical background in networking and the ability to guide a team of experts in post-sales support.

  • Recruit and onboard top-tier talent that aligns with Arista's values and objectives.
  • Establish clear roles and expectations for each team member, providing constructive feedback and recognizing exceptional contributions.
  • Collaborate with engineers to create actionable career development plans, enhancing technical, communication, and leadership skills.
  • Conduct regular career development meetings and one-on-one reviews with team members.
  • Encourage internal and external career opportunities to facilitate employee growth and business development.
  • Build and nurture a high-performing team.
  • Formulate and implement team strategies that align with the goals of the Technical Assistance Center (TAC).
  • Create a skills matrix for the team, identifying current and future gaps based on product roadmaps.
  • Facilitate regular team meetings and manage performance against established goals.
  • Foster a culture of open communication, collaboration, and trust within the team.
  • Oversee daily operations of the team effectively.
  • Be accountable for developing and executing plans that enhance customer satisfaction and align with business priorities.
  • Ensure the team understands and aligns with the organizational vision and strategy.
  • Promote a collaborative environment focused on knowledge sharing across technical functions.
  • Demonstrate a thorough understanding of processes and policies, identifying opportunities for business optimization.
  • Share best practices with Global Support managers and Directors.
  • Engage in quality improvement initiatives alongside Development and Product Line Management.
  • Lead change management efforts within the team to facilitate the adoption of new processes and tools.
  • Develop strategies to enhance customer experiences through proactive engagement and case management.
  • Act as an escalation point for customer issues.
  • Empower Technical Solutions Engineers to take ownership of customer challenges.
  • Encourage an inclusive environment that reinforces Arista's core values.
  • Create a workplace where achievements are recognized and valued.
  • Serve as a role model, demonstrating self-awareness, motivation, and social consciousness.
Qualifications
  • Master's degree in Computer Science, Information Technology, Computer Information Systems, or Electrical Engineering, or equivalent experience.
  • A minimum of 4 years of direct management experience with a solid understanding of the networking industry.
  • At least 5-7 years of hands-on experience with various networking protocols and technologies.
  • Familiarity with wireless security protocols and authentication frameworks is preferred.
  • Experience with packet capture and analysis tools is highly desirable.
  • Proficiency in Linux is advantageous.
  • Knowledge of programming or scripting languages is a plus.
  • Relevant industry certifications are beneficial.

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Arista Networks is an equal opportunity employer, committed to a non-discriminatory hiring process that values diversity and inclusion.