Technical Account Manager
Cisco
full-time
Posted on:
Location Type: Remote
Location: Mexico
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About the role
- Work break-fix issues with customers
- Optimize customer systems to ensure peak performance
- 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
- Establish and develop highly collaborative relationships with internal teams
- Collaborate with Sales and Engineering to address product issues, and identify workarounds & solutions
- Assume the role of escalation manager when needed, ensuring timely communication to all stakeholders for escalated issues
- Ensure a great customer experience in all team interactions
- Project manage many projects concurrently
Requirements
- 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
- Excellent verbal and written communication skills.
- Flexibility to handle critical cases after hours as needed.
Benefits
- Flexible work arrangements
- Professional development
- Health insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
network protocolsapplication protocolsCloud/SaaSISP networksCDN networkscloud service provider networksweb technologiesVoIP applicationshypervisorsLinux administration
Soft Skills
customer experiencecollaborationcommunicationproject managementrelationship buildingproblem solvingescalation managementflexibility
Certifications
CCNADEVNETJNCP