Technical Account Manager
3 semanas atrás
About The Role
A NON-SALES ROLE at ThousandEyes: We've recognized that delivery of amazing customer experience is key to driving longer term value and creating customers for life. We hire industry veterans - people with tried and true experience in the area of network-based service delivery
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.
What You'll Do
• 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
• 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.
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