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Lead Manager of Technical Solutions

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, catering to extensive data center, campus, and routing environments. Our commitment to innovation is unwavering, as we harness cutting-edge advancements in cloud technology, artificial intelligence, and software-defined networking to empower our clients in a highly interconnected landscape.

We celebrate the diversity of thought and experience within our workforce, recognizing that an inclusive atmosphere fosters creativity and drives innovation. Our accolades, including recognition for Best Engineering Team and Best Company for Diversity, underscore our dedication to excellence.

Role Responsibilities

The Manager of Technical Services at Arista is tasked with building, managing, and leading a team of Technical Solutions Engineers dedicated to supporting our global clientele utilizing Arista's products and solutions. The ideal candidate will possess a robust technical background in computer networking and demonstrate the ability to lead a team focused on post-sales support.

Key Responsibilities Include:

  • Recruit and onboard exceptional talent that aligns with Arista's values and business objectives.
  • Establish clear responsibilities and expectations for each team member, providing constructive feedback to foster professional growth.
  • Collaborate with engineers to create actionable career development plans, enhancing technical and leadership skills.
  • Conduct regular career development meetings and one-on-one reviews with team members.
  • Encourage internal and external career opportunities to promote employee advancement.
  • Build and nurture a high-performing team.
  • Develop and implement team strategies that align with the goals of the Technical Assistance Center (TAC).
  • Create a skills matrix to identify and address current and future team needs based on product roadmaps.
  • Facilitate regular team meetings to monitor performance and adjust strategies as needed.
  • Foster a culture of open communication, collaboration, and trust within the team.
  • Oversee daily operations of the team, ensuring alignment with TAC objectives and customer satisfaction metrics.
  • Promote knowledge sharing and collaboration across technical functions.
  • Identify opportunities for process optimization and implement best practices.
  • Engage in quality improvement initiatives in collaboration with Development and Product Line Management.
  • Lead change management efforts to enhance team processes and tool adoption.
  • Develop strategies to improve customer experience through proactive engagement and feedback mechanisms.
  • Act as an escalation point for customer issues, ensuring timely resolution.
  • Empower Technical Solutions Engineers to take ownership of customer challenges.
  • Promote an inclusive work environment that reflects Arista's core values.
  • Recognize and reward team achievements, creating a culture of appreciation.
  • Exemplify personal competencies such as self-awareness, motivation, and social awareness.
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 in the networking industry.
  • 5-7 years of hands-on experience with network protocols and technologies, including but not limited to: AAA, BGP, DHCP, DNS, Ethernet, MPLS, and VLAN.
  • Familiarity with wireless technologies and security protocols is advantageous.
  • Experience with packet capture and analysis tools is highly desirable.
  • Proficiency in Linux and programming/scripting languages is a plus.
  • Relevant industry certifications are beneficial.

Arista Networks is committed to equal opportunity employment. We make all hiring and employment decisions without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected characteristic. All information will be kept confidential in accordance with EEO guidelines.