Technical Customer Success Manager I (thousandeyes-connected Devices)

Technical Account Manager – ThousandEyes Connected Devices - SamKnows

Location: United Kingdom, ideally London OR any EMEA location

**Please note that we are not able to provide relocation and sponsorship for candidates who are currently not based in UK or EMEA**

** This is not Customer Success Manager/Renewals role, but Technical Customer Success Manager one and strong knowledge in Linux, Bash, SQL and Networking is essential **

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

Last year, ThousandEyes acquired SamKnows, and, in an era where connectivity is paramount, the acquisition of SamKnows marks a significant step forward in our mission to enhance network visibility and performance, particularly in the critical last-mile segment and within consumer homes. This integration empowers Internet Service Providers (ISPs) and consumers with insightful data to identify connectivity and application issues, whether they originate in the home or beyond.

What will you be doing?

Responsibilities for this role include assisting with on-boarding new customers, providing expert advice on our tests & measurements, provisioning tests & servers, and helping validate the health of the measurement data we collect.

Your role will involve:

• Assisting the team with technical customer queries & investigations into anomalous data collected by our agents

• Provisioning and deploying our Linux test servers, used as measurement end-points

• Advising on & configuring the test schedules that control the measurements run by our agents

• Managing tickets in Jira, our main method of recording and handling requests from other teams

• Providing technical expertise on our measurements, our agent, and our testing infrastructure, both to internal stakeholders on tickets or in Slack & Webex, and to external stakeholders on client calls and emails

This will require interacting with multiple teams within ThousandEyes, including working closely with those responsible for developing & deploying our agent, as well as our customer success and technical account managers.

Who you are:

Your experience and contribution:

• A strong background in Linux and Bash programming is absolutely essential

• You will have some experience with SQL (or similar)

• You should have a solid understanding of network and internet technologies

• You will be an inquisitive, proactive and enthusiastic person who is happy to be constantly learning new technology while teaching others

• You are comfortable working in a fast-paced environment where context switching is required

• You should be a strong communicator and be able to communicate with both internal teams and external customers.

• You should be comfortable explaining technical detail to less technical audiences, and able to interact directly with clients in an appropriate manner when required

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.