Technical Account Manager | ThousandEyes

About the Role

At ThousandEyes, we operate a little bit differently than most software‑as‑a‑service providers: we recognize that delivery of an 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 Technical Account Manager (TAM) role is a proactive technical 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 you will not be 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 premium support for those that purchase the TAM service. The key value includes providing customers with a named support engineer who understands their team and network. The TAM works on customer problems, helps optimize customer networks, provides training, and works jointly on proactive projects. This is not a sales role.

What You’ll Do

• Technical 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; build value‑based relationships with customers, leading to referrals and renewal; leverage enterprise data analytics to transparently track and report on customer engagement.
• Cross‑Functional Engagement: develop highly collaborative relationships with internal teams; collaborate with Sales and Engineering to address product issues, and identify workarounds and solutions.
• Escalations: assume the role of escalation manager when needed, ensuring 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

• 5–7 years of support experience within a Network Support, Technical Support, Solutions Engineering, Customer Success, or technical customer‑facing organization.
• 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 champion the customer problem until the resolution path is identified.
• Excellent verbal and written communication skills; heavy focus on using data to articulate messages.
• Ability to work effectively in a remote or virtual team environment.
• Excellent presentation skills coupled with a strong leadership presence.
• Excellent time and 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.