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Cisco Technical Account Manager ThousandEyes 
United States, Georgia, Atlanta 
243838001

29.07.2024

About the Role

Role Requirements

  • 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
  • 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

Responsibilities

  • 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

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