Technical Account Manager

The Technical Account Manager role at Cisco ThousandEyes involves providing proactive technical support to 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. This role focuses on resolving customer problems, optimizing customer networks, providing training, and working on joint proactive projects. It is not a sales role.

Responsibilities include:

• Technical Support: Resolving break-fix issues with customers and escalating to the support team as needed.
• Optimization: Fine-tuning customer systems to ensure peak performance.
• Proactive Customer Engagement: Establishing collaborative relationships with support teams and customers/partners.
• Cross-Functional Engagement: Collaborating with Sales and Engineering to address product issues and identify solutions.
• Escalations: Managing escalations and ensuring timely communication to stakeholders.
• Customer Experience: Ensuring a great customer experience in all interactions.
• Projects: Managing multiple projects concurrently.

Requirements:

• 5-7 years of support experience in a Network Support, Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organization.
• 5-7 years of experience working directly with customers in a technology company.
• Bachelor’s degree in Computer Science or a related field, or equivalent experience.
• Expert understanding of network and application protocols (Cisco/Juniper certification preferred).
• Experience with Cloud/SaaS software products is desirable.
• Strong understanding of ISP, CDN, and cloud service provider networks.
• Hands-on experience with hypervisors and container administration tools.
• Knowledge of at least one computer language and programming framework.
• Working knowledge in security, authentication, permissions, and SSO.
• Experience administering Linux-based operating systems.
• Excellent communication, presentation, and project management skills.

Benefits:

• Opportunity to work at Cisco ThousandEyes, a leading Digital Experience Assurance platform.
• Engage in proactive customer support.
• Collaborate with cross-functional teams.