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 organisations rely more on cloud services and the Internet, the network has become a black box they can’t understand. Our Internet and cloud intelligence platform delivers the only collectively powered view of the Internet, cloud and SaaS platforms, helping enterprises and service providers work together to identify problems before it impacts revenue, damages brand reputation, or halts employee productivity.

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

This role would be to support SamKnows, another Cisco acquisition, which extends Cisco ThousandEyes’ industry-leading view of the Internet and hybrid workforce experience.

About SamKnows

SamKnows, now part of Cisco, is a global platform for measuring internet performance, used by governments, ISPs, enterprises, academics, and consumers, to better understand quality of service and quality of experience. We are proactive, innovative, and guided by our social mission to make the internet better for everyone. We measure our success in terms of the positive impact we have on the world. Our platform collects a huge amount of data, which is used to find insights that will genuinely improve people’s lives.

What will you be doing?

As a Technical Account Manager you will be focused on ISP clients, managing day-to-day technical solutions and client queries. You will be central in enabling ISPs across the world to interpret performance metrics, investigate, understand, and explain product behaviour to help improve internet services. You will be a key contributor to help expand adoption of the Cisco/TE/SamKnows platform in multiple ISPs, such as supporting new beta features to trial customer, evaluating new test metrics, and helping ISPs expand our products/services into millions of homes and businesses.

To be successful, you will collaborate closely with teams across the business, building and sharing your technical expertise on how our Platform works and delivers value to ISPs. You will have the opportunity to make a real and tangible difference to internet connectivity across the world. You will be working within a supportive team to meet customer and business needs by:

• Assigned technical ownership of accounts (e.g. BT), interfacing with sales, customer success and product teams
• Responding to customers directly on functional questions about our solution/platform and working with the technical teams to resolve complex questions
• Investigating and resolving technical issues and incidents, providing updates and analysing information to/from customers, finding sustainable resolutions and organising update meetings with customers as necessary
• Prioritising work to meet customer and business needs, escalating/managing priority of issues with ISP Account and Customer Success Managers
• Following up on product enhancements and tracking product fixes with the Product team
• Updating support tickets in a CRM system and capturing & documenting technical knowledge
• Host weekly or monthly meetings with customer and ThousandEyes stakeholders to review day to day tasks and strategic technical objectives, including input to QBRs and liaising with Sales team regarding future pipeline opportunities
• Managing priorities of issues independently and alongside ISP Customer Success Managers (CSMs)
• Support experience and delivery
• Creating solutions for ISP requests using existing functionality
• Defining areas of improvement and recommending changes to improve ISP customer experience.
• Continually expand knowledge of the ThousandEyes platform and products, both on:

○  ISP use cases to provide improving service and

○  backend systems and tools to understand how the product works

Who you are:

Your experience and contribution:

• You are technology-friendly with a Computer Science degree or equivalent
•  You have demonstrable knowledge of Computer Networking and some experience with UNIX/Linux System Administration (basic shell scripting)
• You ideally have previous Enterprise Support experience, working with support ticketing systems and knowledge of Network Monitoring and Operations or Broadband technology
• You are proactive, adaptive, and ready to critically work out how things work and grow relationships and customer accounts
• You have worked with Google Docs, SQL, and Google Cloud

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

#WeAreCisco, 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.)

Day to day, we focus on the give and take. We give our best, we give our egos a break, and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a commitment to equality for all, there is no moving forward.

So, you have colourful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool.