Technical account management role
cisco thousandeyes is a cutting-edge digital experience assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don't own.
powered by ai and an unmatched set of cloud, internet, and enterprise network telemetry data, cisco thousandeyes enables it teams to proactively detect, diagnose, and remediate issues – before they impact end-user experiences.
cisco thousandeyes is deeply integrated across the entire technology portfolio and beyond, helping customers deploy at scale while also delivering ai-powered assurance insights within leading networking, security, collaboration, and observability portfolios.
about this technical account manager role
this role operates differently than most software-as-a-service providers: we've recognized that delivery of amazing customer experience is key to driving longer-term value and creating customers for life.
we hire industry veterans - people with tried-and-true experience in the area of network-based service delivery.
* proactive technical support role for premium support accounts:
* suitable for candidates who are experts in network and application protocols (cisco/juniper certification strongly preferred)
the tam will work closely with the 24x7 support team to ensure the total team can support a customer on a follow-the-sun model.
key responsibilities
* technical support: work break-fix issues with customers. Escalate to support team as required.
* optimization: optimize customer systems to ensure peak performance.
* proactive customer engagement: establish and ensure highly collaborative relationships with support teams and customers/partners.
* cross functional engagement: establish and develop highly collaborative relationships with internal teams.
* escalations: assume the role of escalation manager when needed, and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility.
* customer experience: ensure a great customer experience in all team interactions.
* projects: project manage many projects concurrently understanding current and future action items.
required skills and qualifications
to be successful in this role, you'll need to possess the following skills and qualifications:
* at least 5-7 years of support experience within a network support, technical support, solutions engineering, customer success, or technical customer-facing organization.
* at least 5-7 years of working directly with customers, within a technology company.
* bachelor's degree in computer science or a related field, or equivalent working experience.
* expert understanding of network and application protocols (cisco/juniper certification strongly preferred).
* experience with cloud/saas software products is highly desirable.
* strong understanding of isp, cdn, and cloud service provider networks.
* strong understanding of web technologies and voip applications.
* hands-on experience with hypervisors such as kvm, vmware, hyper-v, and virtualbox.
* hands-on experience with container administration tools such as docker and kubernetes.
* working knowledge in security, authentication, permissions, sso.
* experience in administering linux-based operating systems.
* passionate about enabling a consistently excellent customer experience.
why join our team?
cisco values the perspectives and skills that emerge from employees with diverse backgrounds.
we believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.
we encourage you to apply even if you do not believe you meet every single qualification.
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