*who we are*:
the name thousandeyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As the world continues its digital transformation and relies more on cloud services and the internet, the "network," which is now both public and private, has become a black box our customers cannot see or understand.
Our internet and cloud intelligence platform delivers the only collectively powered real-time view of the internet and private networks, cloud, and saas platforms, helping enterprises and service providers identify problems before they impact revenue, damage brand reputation, or halt employee productivity.
In august 2020, cisco systems completed the acquisition of thousandeyes, which now forms the thousandeyes business unit within the cisco networking business group and is the network assurance solution for cisco across the cisco networking cloud and cisco security cloud. Thousandeyes is also a foundational component of cisco's growing full-stack observability ("fso") business.
*about the role*:
at thousandeyes, we operate a little bit 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
the tam role is a proactive support role for premium support accounts: you'll be responsible for supporting a select number of named accounts, aligned to the customers business hours, and not working on a rotational shift. 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. The tam provides select account premium support for those that purchase the tam service, and the key value includes providing customers with a named support engineer who understands the customers team and network. Tam's work customer problems, help optimize customer networks, provide training, and also work joint proactive projects.
*what you'll do*:
- 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. Build value-based relationships with customers, leading to referral and renewal. Leverage enterprise data analytics to transparently track and report on customer engagement
- cross functional engagement - establish and develop highly collaborative relationships with internal teams. Collaborating with sales and engineering to address product issues, and identify workarounds & solutions
- 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. Coordinate handoff of ongoing issues to the next geographical region
- customer experience - ensure a great customer experience in all team interactions. Measure and continually improve
- projects - project manage many projects concurrently understanding current and future action items
- special projects as assigned
*qualifications*:
- at least 5-7 years of support experience within a 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
- experience with cloud/saas software products is highly desirable.
- strong understanding of isp, cdn, and cloud service provider networks
- 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
- knowledge of at least one computer language and programming framework desirable, javascript and python are a plus
- working knowledge in security, authentication, permissions, sso experience in administering linux based operating systems
- passionate about enabling a consistently excellent customer experience.
- dedicated to champion the customer problem until the resolution path is identified excellent verbal and written communication skills.
- heavy focus on using data to articulate messages the ability to work effectively in a remote or virtual team environment excellent presentation skills coupled with a strong leadership presence excellent time & project management skills, with a focus on delivery initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for problem-solving
- flexibility to handle critical cases after hours as needed
cisco is an affirmative action and equal opportunity employer and all qualified