.Who We AreCisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don't own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues – before they impact end-user experiences.ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco's leading Networking, Security, Collaboration, and Observability portfolios.About The RoleNON-SALES ROLEThe 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 customer's 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 customer's team and network. TAM's work customer problems, help optimize customer networks, provide training, and also work joint proactive projects.What You'll DoAt 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
