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*about thousandeyes (part of cisco)*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.
*about the role*at thousandeyes, we operate a little bit differently than most software-as-a-service providers: we've recognized that delivery of outstanding 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 deliverythe 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, deliver training, and also work joint proactive projects.
*responsibilities*- support - work break-fix issues with customers.
raise 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- multi-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 raised issues with a high-impact, or strategic visibility.
coordinate handoff of ongoing issues to the next geographical region- customer experience - ensure a phenomenal customer experience in all team interactions.
measure and continually improve- projects - manage many projects concurrently understanding current and future action items- special projects as assigned*requirements*:- at least 5-7 years of support experience within a technical support, solutions engineering, customer success, or technical customer-facing organization- at least 5-7 years of working directly with customers, within a technology company- bachelor's degree in computer science or a related field, or equivalent working experience- experience with cloud/saas software products is highly desirable