About Thousand Eyes (part of Cisco)

In August 2020, Cisco Systems completed the acquisition of Thousand Eyes, which now forms the Thousand Eyes Business Unit within Cisco’s Network Services Business Group, and is a foundational component of Cisco’s growing Observability business.

About the Role

At Thousand Eyes, 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 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.

Role 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
• Excellent Portuguese speaking communication skills (C1 Level)
• 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/Saa S software products is highly desirable.
• Strong understanding of ISP, CDN, and cloud service provider networks
• Strong understanding of web technologies and Vo IP applications
• Hands on experience with hypervisors such as KVM, VMware, Hyper-V, and Virtual Box
• Hands on experience with container administration tools such as docker and kubernetes
• Knowledge of at least one computer language and programming framework desirable, Java Script 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 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

Responsibilities

• 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

*** Please note that we are looking for someone already ased in Krakow, PL or Lisbon, Portugal***


Cisco is an Affirmative Action and Equal Opportunity Employer and 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. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.


We Are Cisco
#We Are Cisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!
But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
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Message to applicants applying to work in the U.S. and/or Canada:

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.