Manager, Technical Services

Company Description

Arista Networks is an industry leader in data-driven, client-to-cloud networking for large data center, campus and routing environments. What sets us apart is our relentless pursuit of innovation. We leverage the latest advancements in cloud computing, artificial intelligence, and software-defined networking to provide our clients with a competitive edge in an increasingly interconnected world. Our solutions are designed to not only meet the current demands of the digital landscape but to also anticipate and adapt to future challenges.

At Arista we value the diversity of thought and perspectives that each employee brings to the table. We  believe that fostering an inclusive environment, where individuals from various backgrounds and experiences feel welcome, is essential for driving creativity and innovation.

Our commitment to excellence has earned us several prestigious awards, such as Best Engineering Team, Best Company for Diversity, Compensation, and Work-Life Balance. At Arista, we take pride in our track record of success and strive to maintain the highest standards of quality and performance in everything we do.

Job Description

Who You’ll Work With

As part of Arista's 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 You’ll 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 post-sales troubleshooting.

Responsibilities

• Attract and hire exceptional talent, aligned to Arista's 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 sync-up 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 high-performing team.
• Develop and execute team plans that support the TAC organization's 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 day-to-day 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 customer's advocate by identifying case management trends and proactively escalating issues via Team/Tech leads, Escalation, and development teams.