Join to apply for the Manager, Technical Support - EMEA role at Forescout Technologies Inc.DescriptionWhat We DoManaging cyber risk, together – Today the modern enterprise is an Enterprise of Things. We 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. 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.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 complete assigned duties with minimal direction from Technical Services Leadership. You will routinely act independently while researching and developing solutions to customer issues. You will act as a technical point of contact and are repeatedly sought by others to provide specialty knowledge to assist in their problem solving. You will routinely monitor and develop knowledge assets to enable customer self‑sufficiency.What You Will DoOwn the operational excellence of a technical support team.Demonstrate urgency, take ownership of the customer experience, and navigate cross‑functional teams to get things done.Lead front‑line Support Engineers, including hiring, training, and developing a highly qualified team focused on customer experience, skills development, productivity, resource scheduling, morale, and motivation.Use metrics and a hands‑on approach to ensure high‑quality customer support; develop, track/monitor, and analyze key customer support metrics.Manage escalation of customer issues, collaborating with customers and internal teams to resolve; ensure processes and policies meet SLAs and customer satisfaction goals.Work with Engineering to address customer‑found defects and product supportability gaps.Develop technical support policies and procedures to ensure consistent service and satisfaction.Evaluate individual and team performance and provide guidance on resolving performance issues. Extended or non‑traditional hours may be required. Domestic and international travel may be required. Manager on‑call rotation.What You Will Bring To ForescoutBachelor’s degree in business or a related field and a minimum of 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 with Salesforce.com or similar CRM tools.Knowledge/experience in Routing, Switching (layer 2/3), Traffic Monitoring/Spanning: 802.1Q VLAN, VPN, LAN, WAN, WLAN.What Forescout Offers YouWe foster professional growth and development within a diverse and inclusive culture that values collaboration and innovation. We offer a competitive total compensation package and opportunities for growth. If you have a strong work ethic and are visible and proactive, you will be recognized.We are in growth mode with many opportunities at Forescout. Apply now to learn more.More About ForescoutThe Forescout 4D Platform provides 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 to manage cyber risk, ensure compliance, and mitigate threats. Learn more at www.Forescout.com.Our MissionTo continuously identify, protect, and ensure the compliance of all cyber assets across the modern organization.Our VisionA world where every cyber asset is seen, secure, and compliant.Our Cultural ValuesCyber Obsessed – We are curious about technology and passionate about solving big problems.Customer Driven – We listen, we learn, and we make it right.Collaborative, without Ego – We work together and value teamwork.Relentless – We are smart, determined, and find a way.One Team – We all win together.Our DEI StatementForescout is committed to fostering a diverse, equitable, and inclusive workplace. We promote equal opportunities and fair treatment for all individuals, regardless of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, disability, veteran status, or other protected characteristics. We strive to build a culture where everyone feels valued, respected, and empowered.Note to Employment Agencies: We do not accept unsolicited resumes from employment agencies unless there is a signed Employment Placement Agreement. We do not pay fees for unsolicited referrals.Forescout Technologies is an Equal Employment Opportunity Employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, disability, veteran status, or other protected characteristics. We are committed to One Team.
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