Technical Account Manager

Cisco; Ciudad de México; Presencial; MXN 1.039.501 - 1.386.001; Jornada completa

Descripción de la vacante

A leading tech company based in Mexico City is seeking a Technical Account Manager to provide premium support for key accounts. The role entails working closely with customers to optimize their systems and ensuring an excellent customer experience. Candidates should have 5-7 years of experience in technical support, a Bachelor's degree in Computer Science, and strong expertise in network protocols. Familiarity with cloud services and excellent communication skills are also required. This position offers unique opportunities for technical engagement and project management.

Formación

• 5-7 years of support experience in technical customer-facing roles.
• Hands-on experience with network and application protocols is essential.
• Excellent communication and project management skills.

Responsabilidades

• Provide technical support and optimize customer systems.
• Engage proactively with customers for enhanced relationships.
• Manage escalations and ensure timely communication.

Conocimientos

Network Support

Technical Support

Customer Success

Cisco/Juniper certification

Cloud/SaaS products

VoIP applications

Project Management

Educación

Bachelor’s degree in Computer Science or related field

Herramientas

Docker

Kubernetes

VMware

Hypervisors

Linux-based operating systems

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 24×7 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. Collaborate 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 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 championing 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