Leader, Customer Delivery - Technical Support I ThousandEyes

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Who We Are

The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As the world continues its digital transformation and relies more on cloud services and the Internet, the “network,” which is now both public and private, has become a black box our customers cannot see or understand. Our Internet and cloud intelligence platform delivers the only collectively powered real-time view of the Internet and private networks, cloud, and SaaS platforms, helping enterprises and service providers identify problems before they impact revenue, damage brand reputation, or halt employee productivity. In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within the Cisco Networking Business Group and is the Network Assurance solution for Cisco across the Cisco Networking Cloud and Cisco Security Cloud. ThousandEyes is also a foundational component of Cisco’s growing Full-Stack Observability (“FSO”) business.

About The Role

The Leader of the 24x7 support APJC will manage and lead a team of post sales engineers supporting our ThousandEyes customers. You will be responsible for leading of team post sales engineers while continuing the success of high CSAT scores and industry leading chat response times. In addition to your management responsibilities, ensure that we value the employee and their career, while being able to carry your own weight from a technical perspective. As a Customer Engineering Support manager, you will lead an experienced team with a mix of young talent. You will also be expected to create relationships with peer groups across the organization in other regions that also do 24x7 support where impeccable communication to deliver on SLAs and handovers will be required. You’re highly organized: able to seamlessly transition between projects and initiatives, and able to drive continuous progress on projects across your team. You’re also responsible for cultivating the experience of your team members - providing guidance to, and mentoring team members on critical skills development needed for driving longer term, valuable careers.

What You’ll Do

• Team Building - recruit, hire and onboard new team members.
• Day-to-Day management of the regional support team.
• Report metrics on workload volume to upper management and executive team. Build, implement and improve internal reporting, and other processes to optimize team productivity, identify trends, team and product enhancement opportunities.
• Take on other day to day tasks that occur in the region that may fall outside of the standard support leadership role.
• Coordinating handoff of ongoing issues to the next geographical region.
• Assume the role of escalation manager and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility.
• Mentor and develop team members to enhance and improve their skill-set and performance. Ensure training and enablement is a continuous process.
• Establish and develop collaborative relationships with internal teams, external partners, and customers. Collaborating with Sales and Engineering to address product issues and identify workarounds & solutions.
• Partner with customers to help investigate and diagnose network, and internet connectivity problems.

Qualifications

• A standout "customer first" attitude.
• 3-5 years of working directly with customers in Technical Support Team.
• Bachelor’s degree in computer science or a related field, or equivalent working experience.
• Excellent presentation skills coupled with a strong leadership presence.
• Excellent time & project management skills, with a focus on delivery.
• Committed to creating and developing a high-performing team that drives real additional value for both internal, and external customers.
• Firm grasp of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/JNCP, etc).
• Experience with Cloud/SaaS software products is highly desirable.
• Excellent verbal and written communication skills and the ability to work effectively in a team environment.
• Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; real passion for problem-solving.

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is 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. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact. We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, 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.

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Leader, Customer Delivery - Technical Support I ThousandEyes