Job Description

1 day ago Be among the first 25 applicants Direct message the job poster from Aviz Networks Human Resources Business Partner working at AVIZ Networks Aviz Networks offers Networking 3.0, a data-centric stack which is vendor agnostic and supports multiple Hardware ASICs, switches, NOS (Network Operating Systems), clouds, LLM (Large Language Model), and integrates seamlessly with AI and security applications. It is designed for open-source networking and works effectively with existing network infrastructures, ensuring a seamless transition. Aviz empowers customers to choose their solutions without vendor lock-in, offering an enterprise-grade experience across a multi-vendor ecosystem. Traditional networking solutions, even the best, struggle to adapt as infrastructure increasingly depends on AI and data-driven applications. A vendor-agnostic approach is crucial to advance networks to the next level. This strategy leverages top-tier networking hardware, a robust network operating system designed for AI, and end-to-end networking tooling that integrates AI directly into everyday networking. Aviz has perfected this approach, placing AI at the heart of how networks are built and managed. Aviz is backed by prominent investors including Alter Venture Partners, Qualcomm Ventures, Moment Ventures, Accton, Cisco Investments, Wistron, and key angel investors. Aviz is a trusted partner in building open, cloud, and AI-first networks that prioritize choice, control, and cost savings. Overview of Job Role We are seeking a Director of Customer Support to lead the Aviz Customer Support team. Role-based in San Jose, CA. This role requires a combination of strategic vision, technical acumen, and leadership capabilities. He/She will manage a high-performing team, foster strong relationships with key stakeholders, and collaborate cross-functionally to optimize customer journeys and drive product adoption. Key Responsibilities: Customer Support Strategy & Execution (Post-Sales): Develop and execute strategies for providing world-class customer support for complex network infrastructures involving BGP IP CLOS, VXLAN, EVPN, and Layer 2/Layer 3 protocols. Oversee the support and troubleshooting for SONiC, Aviz ONES, Aviz Network Packet Broker and Network CoPilot products, ensuring seamless integration and operational continuity. Drive the resolution of critical customer escalations, providing leadership in solving complex technical issues and maintaining customer satisfaction. Design and implement advanced support mechanisms for AI-enabled, self-healing, and proactive network monitoring tools such as Open Packet Broker (OPB) and Aviz Network CoPilot. Customer Network Design: Collaborate with clients to understand their requirements, craft network solutions, and ensure the delivery of tailored and effective data center solutions. Quarterly/Monthly Business Reviews (QBRs/MBRs): Conduct Quarterly and Monthly Business review with High-touch and Medium-touch customers. Help sales with Upsell / Cross Sell. Program Management: Oversee the lifecycle of complex Customer Success projects, ensuring that all customer solutions meet performance metrics, timelines, and scope. Act as the technical liaison for customers, partners, and internal stakeholders, ensuring alignment on project goals and objectives. Partner Collaboration: Work closely with Aviz Hardware and Channel Partners on tracking open issues, channels training, interlock process, and KPIs to measure performance and success. Team Leadership: Manage and mentor a team of solutions architects, guiding best practices, process, technical direction, and career development. Build, lead, and mentor a high-performing customer success team, conducting hiring, onboarding, and coaching initiatives. Foster a culture of customer-centricity and proactive engagement. Develop training programs to equip teams with the skills required for success. Customer Relationship Management: Cultivate strong relationships with key customer stakeholders to understand needs and address concerns effectively. Conduct regular reviews to assess satisfaction and identify areas for improvement. Mitigate customer churn through proactive risk identification and targeted interventions. Product Enhancement and Insights: Gather customer feedback for prioritizing product enhancements with development teams. Analyze customer usage data for optimization opportunities and inform product roadmaps. Required Qualifications: Experience: 5-10 years of experience with Layer 2 / Layer 3 Protocols and Data Center network design. Experience in leading Customer Support teams. Track record of designing Large Scale Data Center and Enterprise Network, technical experience in implementing IP CLOS, BGP, VxLAN, EVPN, and Layer 2 (VLAN, MLAG, LACP, 802.1Q) & Layer 3 IP Routing Protocols. Ability to thrive in a fast-paced startup environment, contributing to the company’s growth and scaling efforts. Proven track record of designing and delivering customer-facing network solutions for large-scale projects. Expertise in managing global teams and working within a matrix organization, fostering collaboration and achieving results. Experience with people management, establishing and tracking KPIs. Track record of technical leadership with winning network. Experience with AI and LLM is optional and a plus. Experience with Network Packet Broker is optional and a plus. Seniority level Director Employment type Full-time Industries Software Development #J-18808-Ljbffr Aviz Networks

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