Technical Account Manager

About The 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 technical 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. This is not a sales role. We are seeking candidates with a strong technical background and experience in customer success, technical account management, or related advisory roles. Applicants with primarily sales-focused experience will not be considered. What You’ll Do Technical 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 Qualifications At least 5-7 years of support experience within a Network Support,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 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 lea ... (truncated, view full listing at source)