Technical Account Manager Mexico City
hace 4 semanas
Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don’t own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues – before they impact end-user experiences.
ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.
About The Role- NON-SALES ROLE-MUST HAVE TECHNICAL SUPPORT EXPERIENCE
- 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.
- 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 (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.
- 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.
- 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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