Work break-fix issues with customers.
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.
Establish and develop highly collaborative relationships with internal teams.
Collaborate with Sales and Engineering to address product issues, and identify workarounds & solutions.
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)

Technical Account Manager – Cisco ThousandEyes

Key skills