Manager, Technical Customer Support

2 weeks ago

Cork, Ireland Forescout Technologies Inc Full time
What We Do: Forescout Technologies is the leader in device visibility and control. Our unified security platform enables enterprises and government agencies to gain complete situational awareness of their extended enterprise environments and orchestrate actions to reduce cyber and operational risk. Our technology works with disparate security tools to help accelerate incident response, break down silos, automate workflows and optimize existing investments. We are a company filled with people who are cyber obsessed and passionate about our products. We are all about inclusion and diversity We work as a team, and everyone matters Join us as we secure the world with our are looking for resourceful and gritty 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 welcomedYou 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 responsible for the day to day leadership of front line Support Engineers including, hiring, training, and developing a highly qualified team with focus on the customer experience, skills development, productivity, resource scheduling, employee morale and team motivation. Through the use of metrics and a hands on approach, ensure support team is delivering high quality customer support. Develop, track/monitor and analyze key customer support metrics to manage the team effectively. Manage escalation of customer issues, working closely with customers and internal teams for resolution. Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization. Work with Engineering to ensure that customer found defects and product supportability gaps are addressed. Develops technical support policies and procedures to ensure consistent customer service and satisfaction. Evaluates individual 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 Offer Forescout: You possess a Bachelor’s degree in business or related field required and have a minimum 8 years of experience in customer support management in the high-technology industry. You have a strong understanding of support processes and methodologies including how to interpret support KPIs and metrics. You have knowledge/experience utilizing or similar Sales CRM-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 Competitive compensation and benefits Collaborative and innovative environment – make an impact on worldwide security while working on the latest technology Leadership that supports and encourages professional growth and development

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