Manager, Technical Support

Manager, Technical Support at ForeScout

What We Are Doing:

We are providing solutions for one of the largest needs in the security space.  ForeScout is at the forefront of IoT Security. As the world is becoming more and more connected so is the need for ForeScout’s solutions.


What you will do:

Responsible for the start-up, implementation and 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.

Essential Duties and Responsibilities:

  • 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 Sustaining 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.

What you bring to ForeScout:

  • Bachelor’s degree in business or related field required. MBA a plus.

  • Must have a minimum 8 years of experience in customer support management in the high-technology industry

  • Strong understanding of support processes and methodologies including how to interpret support KPIs and metrics

  • Experience utilizing Salesforce.com or similar Sales CRM-like tool

  • Strong understanding of the following: Routing, Switching (layer 2/layer3), Traffic Monitoring/Spanning: 802.1Q VLAN, VPN,      LAN, WAN, WLAN

 

Travel or Other Requirements:

  • Extended or non-traditional work hours will be required.

  • Opportunity for domestic and international travel.

What ForeScout Offers You:

Strong product, good leadership, great culture, good people, diverse, great benefits, great compensation. If you have good work ethic, are visible, lean in, you will be recognized. We are in growth mode and there is tons of opportunity. A positive attitude and being flexible to change goes a long way here at ForeScout!

  • Competitive compensation and Benefits

  • Collaborative and innovative environment – make an impact on worldwide security while working on the hottest technology.

  • We work hard…and we PLAY hard!