Technical Account Manager

Cisco ThousandEyes is a Digital 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.

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.

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.

Your responsibilities will include:

• 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

• Demonstrable experience in Technical Support, Solutions Engineering, Customer Success, or a technical customer facing role, within a technology company developing cloud/SaaS based products.
• Expert understanding of network and application protocols, with Cisco or Juniper certifications strongly preferred (e.g. CCNA, CCNP, DevNet, JNCP etc.,).
• Solid understanding of ISP, CDN, and cloud service provider networks.
• Hands-on experience with hypervisors (KVM, Hyper-V, VirtualBox) and container tools (Docker, Kubernetes).
• Experience in administering Linux based operating systems.
• Good understanding of web technologies and VoIP applications.
• Fluent English communication skills (C1 level as a minimum) with excellent verbal and written communication abilities.

• Bachelor’s/master’s degree in computer science or a related field, otherwise equivalent experience.
• Knowledge of at least one programming language (e.g., JavaScript, Python)
• Working knowledge of security, authentication, permissions, and SSO.
• Ability to work effectively in a remote or virtual team environment, with strong presentation skills and leadership presence.
• Passionate about enabling consistently excellent customer experience and dedicated to championing the customer problem until the resolution path is identified (including flexibility to handle critical cases after hours as needed).
• Excellent time & project management skills, with a focus on delivery.
• Initiative and desire to learn new skills and technologies, and remain up to date with the latest trends, as well as a real passion for problem-solving.
• Proficiency in Spanish.

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.