Manager, Technical Support
Dallas, TX

Job Description

Forescout Technologies is transforming security through visibility, providing agentless visibility and control of traditional, IoT and OT devices the instant they connect to the network. Our technology works with disparate security tools to help accelerate incident response, break down silos, automate workflows and optimize existing investments. The Leader in Device Visibility and Control.

At Forescout, we believe in collaborative, open communication. We're steadfast focused on innovation and celebrating our victories. We value an inclusive workforce that is diverse and energetic. We are not the slow-moving, 800lb gorilla and we embrace our dynamic, fast-paced environment where employees are given ownership and can make an impact daily. We believe everyone brings a unique perspective to the table. We're looking for culture-adds, not culture fits.

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 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. Extended or non-traditional work hours will be required. Opportunity for domestic and international travel.

What You Offer Forescout:

You posses a Bachelor's degree in business or related field required(MBA a plus) 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 xperience utilizing Salesforce.com 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 Can Offer You:

* Competitive compensation and Benefits - We cover 95% of employee and dependents' benefits premiums (US only), 401K match, generous PTO policy, and much more!
* Collaborative and innovative environment - make an impact on worldwide security while working on the hottest technology.
* Leadership that supports and encourages professional growth and development
* Focus on Diversity and Women in the Workplace - participate in our newly formed Forescout Women's Network!
* Want a glimpse of Life @ Forescout? Check us out on Facebook and Instagram

Forescout is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

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