Technical Account Manager

Overview
Technical Account Manager (Australia) at ThousandEyes (part of Cisco).
The TAM role is a proactive support role for premium support accounts, responsible for supporting a select number of named accounts aligned to business hours, with collaboration to follow-the-sun support.
About ThousandEyes
The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points.
As organizations rely more on cloud services and the Internet, the network has become a black box they can\'t understand.
Our Internet and cloud intelligence platform delivers a collectively powered view of the Internet, cloud and SaaS platforms, helping enterprises and service providers identify problems before they impact revenue, brand reputation, or employee productivity.
In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco\'s Network Services Business Group, and is a foundational component of Cisco\'s Observability business.
Responsibilities
Support break-fix issues with customers and escalate to the support team as required
Optimize customer systems to ensure peak performance
Proactively engage with customers to build value-based relationships, leverage analytics to track and report on engagement, and support renewal opportunities
Collaborate with Sales and Engineering to address product issues and identify workarounds and solutions
Serve as escalation manager when needed and ensure timely communication to stakeholders for high-impact issues; coordinate handoffs between geographic regions
Ensure a great customer experience in all interactions and continually improve processes
Project manage multiple projects concurrently and handle current and future action items
Perform special projects as assigned
Qualifications & Requirements
At least 5-7 years of support experience within a Technical Support, Solutions Engineering, Customer Success, or technical customer-facing organization
At least 5-7 years of experience working directly with customers in a technology company
Bachelor\'s degree in Computer Science or related field, or equivalent experience
Expert understanding of network and application protocols; Cisco/Juniper certifications (CCNA/DEVNET/JNCP, etc.) strongly preferred
Experience with Cloud/SaaS software products
Strong understanding of ISP, CDN, and cloud service provider networks
Strong understanding of web technologies and VoIP applications
Hands-on experience with hypervisors (KVM, VMware, Hyper-V, VirtualBox)
Hands-on experience with container tools (Docker, Kubernetes)
Knowledge of programming languages (e.g., JavaScript, Python) desirable
Working knowledge of security, authentication, permissions, SSO
Experience administering Linux-based operating systems
Excellent verbal and written communication; data-driven storytelling
Ability to work effectively in a remote/virtual team
Strong presentation and leadership presence
Excellent time and project management with delivery focus
Willingness to learn new skills and stay up-to-date with trends
Flexibility to handle critical cases after hours as needed
Benefits & Other
Cisco is an Affirmative Action and Equal Opportunity Employer.
Qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Cisco may consider for employment, on a case-by-case basis, qualified applicants with arrest and conviction records.
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