Job Description
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The role of a Technical Account Manager is a proactive support position for premium support accounts.
You will be responsible for supporting a select number of named accounts, aligned to the customers business hours, and not working on a rotational shift.
As a Technical Account Manager, you will work closely with the 24x7 support team to ensure the total team can support a customer on a follow-the-sun model.
Additionally, you will provide select account premium support for those that purchase this service, providing customers with a named support engineer who understands the customers team and network.
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Responsibilities:
* Support: Work break-fix issues with customers, escalating to the 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, building value-based relationships with customers leading to referral and renewal.
* Cross Functional Engagement: Collaborate with Sales and Engineering to address product issues, identify workarounds & solutions.
* Escalations: Assume the role of escalation manager when needed, ensuring timely communication to all stakeholders for escalated issues with high-impact or strategic visibility.
* Customer Experience: Ensure a great customer experience in all team interactions, measuring and continually improving.
* Projects: Project manage multiple projects concurrently, understanding current and future action items.
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Requirements:
* At least 5-7 years of support experience within a Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organization.
* Expert understanding of network and application protocols (Cisco/Juniper certification strongly preferred).
* 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.
* Excellent verbal and written communication skills, heavy focus on using data to articulate messages.
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Benefits:
Cisco is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.