Technical Account Manager

TL;DR

Technical Account Manager (Network Support): Providing proactive technical support for premium support accounts, working on break-fix issues, optimizing customer networks, and providing training. Focus on establishing collaborative relationships with support teams and customers to drive value and improve customer experience through proactive engagement and cross-functional collaboration.

Location: The ability to work effectively in a remote or virtual team environment

Company

hirify.global ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network.

What you will do

• Work break-fix issues with customers and escalate to support team as required.
• Optimize customer systems to ensure peak performance.
• Establish and ensure collaborative relationships with support teams and customers/partners, building value-based relationships.
• Collaborate with Sales and Engineering to address product issues, and identify workarounds & solutions.
• Act as an escalation manager when needed, ensuring timely communication to all stakeholders.
• Manage projects concurrently, understanding current and future action items.

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 (hirify.global/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc. )
• Strong understanding of ISP, CDN, and cloud service provider networks.
• Excellent verbal and written communication skills and excellent time & project management skills.

Nice to have

• Experience with Cloud/SaaS software products.
• 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.

Culture & Benefits

• hirify.global values the perspectives and skills that emerge from employees with diverse backgrounds.
• Expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential.