Technical Account Manager - Federal

Job Description

The Technical Account Manager role at Cisco ThousandEyes involves providing proactive support for premium support accounts. The TAM will support 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 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.

Role involves:

• Working break-fix issues with customers.
• Optimizing customer systems to ensure peak performance.
• Establishing and ensuring highly collaborative relationships with support teams and customers/partners.
• Leveraging enterprise data analytics to transparently track and report on customer engagement.
• Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutions.
• Assuming the role of escalation manager when needed, and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility.
• Ensuring a great customer experience in all team interactions.
• Project managing many projects concurrently understanding current and future action items.

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 (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.
• Excellent verbal and written communication skills.
• The ability to work effectively in a remote or virtual team environment
• 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
• Must be a U.S. Person (i.e. U.S. citizen).

Cisco ThousandEyes offers:

• Opportunity to work on joint proactive projects.
• Maintaining services in a FedRAMP compliant environment.
• Work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.