Technical Account Manager I Thousandeyes
4 semanas atrás
About the Role
At Cisco, we're looking for a skilled Technical Account Manager I Thousandeyes to join our team. As a key member of our organization, you'll be responsible for providing proactive support to our premium support accounts. This role is a great opportunity to work closely with our 24x7 support team to ensure seamless support for our customers. You'll be the primary point of contact for our customers, providing them with a named support engineer who understands their team and network. Your key responsibilities will include working customer problems, optimizing customer networks, providing training, and working on joint proactive projects. If you have a passion for delivering exceptional customer experiences and are an expert in network and application protocols, we'd love to hear from you.
Responsibilities
• Work break-fix issues with customers and escalate to the support team as required
• Optimize customer systems to ensure peak performance
• 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
• Assume the role of escalation manager when needed and ensure timely communication to all stakeholders for escalated issues with high-impact or strategic visibility
• Coordinate handoff of ongoing issues to the next geographical region
• Ensure a great customer experience in all team interactions and measure and continually improve
• Project manage many projects concurrently, understanding current and future action items
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 working directly with customers, within a technology company
• Excellent Portuguese speaking communication skills (C1 Level)
• 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
• 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
What We Offer
At Cisco, we offer a dynamic and supportive work environment that allows our employees to grow and develop their skills. We're committed to diversity, equity, and inclusion, and we strive to create a workplace where everyone feels valued and respected. If you're passionate about delivering exceptional customer experiences and are an expert in network and application protocols, we'd love to hear from you.
How to Apply
If you're interested in this exciting opportunity, please submit your application through our website. We can't wait to hear from you
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