Technical Account Manager Mexico| Thousandeyes

Technical Account Manager Mexico | ThousandEyesJoin to apply for the Technical Account Manager Mexico | ThousandEyes role at Cisco.OverviewAbout ThousandEyes (part of Cisco) : 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 the only collectively powered view of the Internet, cloud and SaaS platforms, helping enterprises and service providers work together to identify problems before it impacts revenue, damages brand reputation, or halts 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 growing Observability business.ResponsibilitiesProvide proactive premium support for a defined set of named accounts, aligned to business hours and not on a rotational shift.Collaborate with the 24x7 support team to support customers on a follow-the-sun model.Offer a named support engineer to customers who purchase the TAM service, understanding the customer team and network.Work on customer problems, help optimize networks, provide training, and engage in joint proactive projects.Escalation management when needed, ensuring timely communication to stakeholders and smooth handoff to the next geographical region.QualificationsAt least 7+ years of support experience within a Technical Support, Solutions Engineering, Customer Success, or technical customer-facing organization.At least 7+ years of direct customer-facing experience in 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; web technologies and VoIP applications.Hands-on experience with hypervisors (KVM, VMware, Hyper-V, VirtualBox) and container tools (Docker, Kubernetes).

Knowledge of at least one programming language; JavaScript and Python are a plus.Working knowledge of security, authentication, permissions, and SSO.Experience administering Linux-based operating systems.Excellent verbal and written communication skills with a data-driven approach.Ability to work effectively in a remote or virtual team environment and strong presentation skills.Initiative to learn new skills / technologies and a passion for problem-solving.Flexibility to handle critical cases after hours as needed.Company & DiversityCisco is an Affirmative Action and Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case-by-case basis, qualified applicants with arrest and conviction records.

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