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 technical 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.
this is not a sales role. We are seeking candidates with a strong technical background and experience in customer success, technical account management, or related advisory roles. Applicants with primarily sales-focused experience will not be considered.
what you’ll do
* 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. 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 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 - ccna/devnet/jncp, etc.)
* 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
* 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
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