Manager, Technical Support - EMEA

Forescout Technologies Inc

8+ Years | Cork, Ireland (On Site) | Full Time | 6 months ago

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Job Summary

Forescout is seeking a Manager, Technical Support for EMEA to oversee the operational excellence of a technical support team. This role requires a deep understanding of Forescout products and their deployment environments, acting as an advisor to less experienced team members. Responsibilities include leading front-line Support Engineers, focusing on customer experience, hiring, training, and development. The manager will also handle customer issue escalations, ensure adherence to service level agreements, work with engineering on defect resolution, and develop support policies. The role involves managing team performance and may require extended hours and travel.

Must Have

Bachelor's degree in business or related field
8+ years experience in customer support management
Strong understanding of support processes and KPIs
Knowledge of Salesforce.com or similar CRM
Understanding of Routing, Switching, Traffic Monitoring

Good to Have

High-technology industry experience
Experience with VPN, LAN, WAN, WLAN

Perks & Benefits

Professional growth and development opportunities
Diverse and inclusive culture
Collaboration and innovation
Competitive total compensation package
Opportunity for recognition
Growth mode with ample opportunities
Opportunity for domestic and international travel
Manager on call rotation

Job Description

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 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 Will Bring To 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 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 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 www.Forescout.com.

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

Forescout Technologies is proud to be an Equal Employment Opportunity Employer. We value and embrace diversity, equality, inclusion, and collaboration at the core of our “One Team” philosophy. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other characteristic protected by law.

3 Skills Required For This Role

Team Management Game Texts Salesforce

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