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 requiredOptimization - Optimize customer systems to ensure peak performanceProactive 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 oncustomer engagementCross Functional Engagement - Establish and develop highly collaborative relationships with internal teams. Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutionsEscalations - 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 regionCustomer Experience - Ensure a great customer experience in all team interactions. Measure and continually improveProjects - Project manage many projects concurrently understanding current and future action itemsSpecial 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 organizationAt least 5-7 years of working directly with customers, within a technology companyBachelor’s degree in Computer Science or a related field, or equivalent working experienceExpert 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 networksStrong understanding of web technologies and VoIP applicationsHands on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBoxHands on experience with container administration tools such as docker and kubernetesKnowledge of at least one computer language and programming framework desirable, JavaScript and Python are a plusWorking knowledge in security, authentication, permissions, SSOExperience in administering Linux based operating systemsPassionate about enabling a consistently excellent customer experience. Dedicated to champion the customer problem until the resolution path is identifiedExcellent verbal and written communication skills. Heavy focus on using data to articulate messagesThe ability to work effectively in a remote or virtual team environmentExcellent presentation skills coupled with a strong leadership presenceExcellent time & project management skills, with a focus on deliveryInitiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for problem-solvingFlexibility to handle critical cases after hours as needed

Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you.