Assistant Manager - Technical Support Engineer

10-13 years
13 Applied
Job Description



About NetFoundry

Position Overview

We are looking for technical leaders to help our largest customers & partners navigate the world of zero trust software defined networks. You will work with some of the top clientele of our business to support their service adoption and achieve customer satisfaction by providing technical expertise once the sale is complete. In this role, you will have the opportunity to help shape and execute a strategy to build mindshare and broad use of NetFoundry NAAS within organizations ranging from new start-ups to large enterprise customers. You must possess customer-facing skills that enable you to represent NetFoundry well within a customer's environment and drive discussions with senior personnel regarding incidents, trade-offs, best practices, and risk management. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation offered by NetFoundry. You should be a technology generalist that understands Zero Trust Network Architecture as well as experience in software development principles and practices.
You would report directly to the Head of Customer Success.

Job Responsibilities

  • Build strong customer relationships, especially with key customer stakeholders and sponsors.
  • Always strive to provide exceptional customer experience
  • Manage response and resolution metrics
  • Engage with Director and C-Level executives to translate business needs into technical and operational plans
  • Keep track of key service metrics
  • Take initiatives in identifying growth opportunities
  • Provide detailed reviews of service disruptions, metrics, detailed architectural planning
  • Lead solution planning discussions, engaging all parts of the organization as needed to determine the best solution for the customer.
  • Provide NetFoundry Platform guidance for our partners, customers and prospects to assist them in both formal and ad hoc settings.
  • Produce material including presentations, application notes, technical bulletins etc. that can be used across the organization and with varied audiences of customers and partners.
  • Develop process templates, write scripts, queries, etc. that can assist the customer with day-to-day activities.
  • Drive resolution of critical customer issues to resolution engaging support, software engineering, cloud engineering or others as needed.
  • Participate in the greater NetFoundry Community becoming an accepted leader within that community by answering public questions, augmenting documentation, blogging and participating in other social media.


Job Requirements

The Applicant should:
  • An individual that can work well with customers, partners and fellow NetFoundry team members.
  • Have a proven track record with a minimum of 10 years pre-sales engineering, technical account management, engineering or consulting experience in Networking, Cloud based security services, software defined networks etc
  • Hands on knowledge of Zero Trust Architecture, Software Defined Networking Principles and secure networking practices.
  • Highly technical with the ability to go deep on methodologies, practices, architecture and tools.
  • Experience in managing multiple stakeholders and projects
  • Excellent prioritization skills with the ability to effectively delegate across virtual teams
  • Be an innovative thinker
  • Great problem-solving abilities
  • Excellent verbal and written communication skills.
  • BE/BS in Electronics & Communications Engineering/ Computer Engineering or their equivalent preferred, MBA is a plus
  • Cloud certifications in Azure and/or AWS highly recommended.

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Tata Communications is a digital ecosystem enabler that powers today’s fast-growing digital economy. We enable the digital transformation of enterprises globally, including 300 of the Fortune 500. We carry around 30% of the world’s internet routes and connects businesses to 60% of the world’s cloud giants.
We have been a part of the rich heritage of the internet in India. Over the last 25 years, enterprise-enabled services have been essential to the adoption of digital services in the country. Connectivity is an essential fabric of sustenance for the economy. We are committed to enabling Industry leaders in this New World of Communications™, with our unique promise of delivering secure connected digital experiences.
In 2020, we announced the launch of ‘Secure Connected Digital Experience’ (SCDx), a proposition intended to meet this growing, worldwide demand for new ways of operating, which includes far higher levels of working from home, rising security risks, a shift to digital commerce, and more contactless experiences. It will help companies currently relying on short-term fixes by providing holistic, secure, enterprise-level digital solutions that address current challenges and are fit for the long term.

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