Who We Are

The name ThousandEyes was born from two big ideas: the power to see what’s not ordinarily possible, and the ability to collect intelligence from vantage points as diverse and global as the Internet. As organizations depend on cloud services, the Internet has become their defacto network connecting cloud applications to users. Our Internet and cloud intelligence platform is like a ‘Google maps of the Internet’, providing the only collectively powered view of digital experiences end-to-end. We enable our customers made up of the world’s largest and fastest-growing brands, to identify problems before they impact revenue, brand reputation, or 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.

About the Role

The Leader, Customer Engineering role will be responsible for building and leading the Technical Account Management team in the US. The TAM organization is our highest level of support that we offer to our top customers. This is both a technical and managerial role as you will be leading the TAM engineers, measuring, and ensuring they are delivering value to our customers. There will be times that you will be needed to join some of these calls.

As a Customer Engineering leader, you will be able to establish relationships with peer groups across the organization, including Product, Engineering, and various teams in the sales organization.  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.

Role Requirements

• A standout "customer first" attitude
• 7+ years of people management experience within a Technical Support / Professional Services organization.
• 10+ years of working directly with customers, preferably within a technology company.
• Bachelor’s degree in Computer Science or a related field, or equivalent working experience
• 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.
• Excellent presentation skills coupled with a strong leadership presence.
• Excellent time & 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.

Responsibilities

• Team Building - recruit, hire and onboard new team members.
• Day-to-Day management of the US TAM organization.
• Coordinating handoff of ongoing issues to the next geographical region or tier or support team.
• Ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility
• Report metrics on workload volume, project delivery, and customer enablement to upper management and executive team. Build, implement and improve internal reporting, and other processes to optimize team productivity, identify trends, and product enhancement opportunities.
• 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

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. 

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security 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, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication 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. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us.

We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Cisco Covid-19 Vaccination Policy

The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco requires all new hires to be fully vaccinated against COVID-19 in the U.S., unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.