[Hiring] Technical Account Manager @Cisco ThousandEyes
Apr 02, 2025 - Cisco ThousandEyes is hiring a remote Technical Account Manager. 💸 Salary: 92,500 - 122,200 usd. 📍Location: USA.
Role Description
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.
As part of this role, you will also be responsible for maintaining services in a FedRAMP compliant environment, therefore, must be a U.S. Person (i.e. U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee). This position may also perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.
What You’ll Do
- 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
Qualifications
- 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. 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
Benefits
- Access to quality medical, dental and vision insurance
- 401(k) plan with a Cisco matching contribution
- Short and long-term disability coverage
- Basic life insurance and numerous wellbeing offerings
- Up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday
- Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period
- Exempt new hires participate in Cisco’s flexible Vacation Time Off policy
- All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy
- Up to 80 hours of unused sick time will be carried forward from one calendar year to the next
- Employees in Illinois have a unique time off program designed specifically with local requirements in mind
- All employees also have access to paid time away to deal with critical or emergency issues
- We offer additional paid time to volunteer and give back to the community
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
92,500 - 122,200 usd
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 02, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
