Technical Account Manager Lisbon, Portugal

Cisco 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 Role NON-SALES 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.
What You'll Do 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 experienceExpert 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
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
Qualifications 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 regio
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
Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.
Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.

We encourage you to apply even if you do not believe you meet every single qualification . Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.
Cisco is an Affirmative Action and Equal Opportunity Employer and 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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