Technical Account Manager

ThousandEyes (part of Cisco); Ciudad de México; Híbrido; MXN 600,000 - 900,000; Jornada completa

Descripción de la vacante

A leading technology firm in Mexico is seeking a Technical Account Manager to provide proactive support for premium accounts. The ideal candidate will have 5-7 years of experience in customer success or related fields, a strong understanding of network protocols, and the passion to deliver exceptional customer experiences. This role requires excellent communication skills and the ability to work effectively within a remote team.

Formación

• 5-7 years of support experience within technical organizations.
• Strong understanding of network/application protocols.
• Excellent customer engagement and project management skills.

Responsabilidades

• Provide technical support for assigned accounts.
• Optimize customer systems for performance.
• Ensure excellent customer experience in interactions.

Conocimientos

Network Support experience

Customer Success

Technical Support

Data articulation

Problem-solving

Educación

Bachelor’s degree in Computer Science or related field

Herramientas

Docker

Kubernetes

VMware

KVM

Hyper-V

VirtualBox

Descripción del empleo

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. TAMs work on 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
• 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
• 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

Voluntary Self-Identification

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.

For government reporting purposes, we ask candidates to respond to the voluntary self-identification survey. Completion of the form is entirely voluntary and will be confidential. Cisco ThousandEyes Equal Employment Opportunity policy states we do not discriminate on the basis of protected status under applicable law.

Voluntary Self-Identification of Disability (Form CC-305). Page 1 of 1. OMB Control Number 1250-0005. Expires 04/30/2026.