Manager, Technical Support

What We Do Managing cyber risk, together– Today the modern enterprise is an Enterprise of Things. We are on a mission to secure the Enterprise of Things with active defense by identifying, segmenting, and enforcing compliance of every connected thing in a real-time and at scale. Our unified security platform enables enterprises and government agencies to focus on Zero Trust segmentation, IT/OT convergence, and OT/ICS innovation, all supporting our mission and vision. Join us as we secure the world with our products. We are looking for resourceful individuals to collaborate as one team while ensuring a world-class customer experience. We are cyber-obsessed about addressing the world's most challenging security problems. Innovation starts here, everyone's ideas are valued, visionaries welcomed You will be responsible for developing a deep understanding of Forescout products and in-depth knowledge of environments in which they are deployed and will use your knowledge and experience to solve technical problems for customers and to act as adviser to less experienced team members. You will also complete assigned duties with minimal direction from Technical Services Leadership. Routinely acts independently while researching and developing solutions to customer issues. Acts as a technical point of contact and is repeatedly sought by others to provide specialty knowledge to assist them in their problem solving. Routinely monitors and develops knowledge assets to enable customer self-sufficiency What You Will Do

• You will be responsible for the operational excellence of a technical support team.
• Functioning successfully in this role will require a sense of urgency, total ownership for the customer experience and the ability to navigate and get things done cross-functionally.
• You will be responsiblefor the day to day leadership of front line Support Engineers including,hiring, training, and developing a highly qualified team with focus on thecustomer experience, skills development, productivity, resource scheduling,employee morale and team motivation.
• Throughthe use of metrics and a hands on approach, ensure support team isdelivering high quality customer support. Develop,track/monitor and analyze key customer support metrics to manage the team effectively.
• Manageescalation of customer issues, working closely with customers and internalteams for resolution. Ensure that the necessary processes and policies are in place and are adhered toin effort to meet the service level agreements and customer satisfactiongoals of the organization.
• Workwith Engineering to ensure that customer found defects andproduct supportability gaps are addressed.
• Developstechnical support policies and procedures to ensure consistent customerservice and satisfaction.
• Evaluatesindividual and team performance and provides guidance on resolving performance issues. Extended or non-traditional work hours will be required.
• Opportunity for domestic and international travel.
• Manager on call Rotation

What You Will Bring To Forescout

• You possess a Bachelor's degree in business or related fieldrequired and have a minimum 8 years of experience in customersupport management in the high-technology industry.
• You have a strong understanding of support processes andmethodologies including how to interpret support KPIs and metrics.
• You have knowledge/experience utilizing or similar SalesCRM-like tool.
• You have a strong understanding of the following: Routing, Switching (layer 2/layer3), Traffic Monitoring/Spanning: 802.1Q VLAN, VPN, LAN, WAN, WLAN

What Forescout Offers You Our visionary leadership team fosters an environment that encourages professional growth and development. We champion a diverse and inclusive culture that cultivates collaboration and innovation, where our team can make a global impact on security while working with industry-leading technology. We take pride in offering a competitive total compensation package. If you have a strong work ethic, are visible and lean in, you will be recognised. We are in growth mode and there is a ton of opportunity at Forescout. Apply now to find out more More About Forescout The Forescout 4D Platform provides complete asset intelligence and control across IT, OT, IoT, and IoMT environments. For more than 20 years, Fortune 100 organizations, government agencies, and large enterprises have trusted Forescout as their foundation to manage cyber risk, ensure compliance, and mitigate threats. With seamless context sharing and workflow orchestration across more than 100 full-featured security and IT product integrations, Forescout makes every cybersecurity investment more effective. Learn more at. Our Mission To continuously identify, protect, and ensure the compliance of all cyber assets across the modern organisation. Our Vision A world where every cyber asset is seen, secure and compliant. Our Cultural Values

• Cyber Obsessed– We are curious about technology, and we are innovative and passionate about solving big programs.
• Customer Driven– We listen, we learn, and we make it right.
• Collaborative, without Ego– No one succeeds alone. We strive to be the humble person that people want to work with.
• Relentless– We're smart, determined, and find a way. We figure stuff out.
• One Team– We all work together, and we all win together.

Our DEI Statement At Forescout, we are committed to fostering a diverse, equitable, and inclusive workplace. We believe that diversity of background, experiences, and perspectives leads to innovation, creativity, and better decision making. We strive to create an environment where all team members feel valued, respected, and empowered. We actively promote equal opportunities and fair treatment for all individuals, regardless of their race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, disability, status as a protected veteran, or any other characteristic protected by law. By embracing Diversity, Equity and Inclusion, we aspire to build a successful culture where we work together and win together as One Team. NOTE TO EMPLOYMENT AGENCIES:We value the partnerships we have built with our preferred vendors. Forescout does not accept unsolicited resumes from employment agencies.All resumes submitted by employment agencies directly to any Forescout employee or hiring manager in any form without a signed Employment Placement Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means. #LI-VS1
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