Technical Account Manager

hace 1 semana

Xico, México Cisco A tiempo completo
About Cisco

Cisco is a leading technology company that specializes in networking, security, and collaboration solutions. Our mission is to power an inclusive future for all, by helping our customers transform their businesses and communities.

The Role

We are seeking a highly skilled Technical Account Manager to join our team. As a Technical Account Manager, you will be responsible for providing proactive support to our premium support accounts, working closely with our 24x7 support team to ensure seamless support across different time zones.

Key Responsibilities
  • Provide expert technical support to our customers, resolving complex issues and escalating as needed.
  • Optimize customer systems to ensure peak performance, identifying areas for improvement and implementing solutions.
  • Establish and maintain highly collaborative relationships with support teams and customers/partners, building value-based relationships that drive referral and renewal.
  • Collaborate with internal teams, including Sales and Engineering, to address product issues and identify workarounds and solutions.
  • Assume the role of escalation manager when needed, ensuring timely communication to all stakeholders for escalated issues with high-impact or strategic visibility.
Requirements
  • At least 3-5 years of support experience within a Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organization.
  • At least 3-5 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, with 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.
  • Knowledge of at least one computer language and programming framework, with JavaScript and Python being a plus.
  • Working knowledge in security, authentication, permissions, SSO.
  • Experience in administering Linux-based operating systems.
  • Passionate about enabling a consistently excellent customer experience.
  • Excellent verbal and written communication skills.
  • Ability to work effectively in a remote or virtual team environment.
  • Excellent presentation skills coupled with a strong leadership presence.
  • Excellent time and 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.
About Us

Cisco is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

We are committed to creating a diverse and inclusive workplace, where everyone has the opportunity to succeed. We believe that our differences are what make us stronger, and we strive to create a culture that values and celebrates diversity.

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