Technical Account Manager | Thousandeyes Mexico

TAM Role

At ThousandEyes, we operate a little bit differently than most software-as-a-service providers: 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. TAM's work customer problems, help optimize customer networks, provide training, and also work joint proactive projects.

Role Requirements

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

Responsibilities

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