About The Role At ThousandEyes, we operate a little bit differently than most software‑as‑a‑service providers: We've recognized that delivery of amazing customer experience is key to driving longer term value and creating customers for life. We hire industry veterans – people with tried and true experience in the area of network‑based service delivery. What You’ll Do Technical Support – Work break‑fix issues with customers and, as required, escalated to the support team. Optimization – Optimize customer systems to ensure peak performance. Proactive Customer Engagement – Establish and maintain highly collaborative relationships with support teams, customers, and partners. Build value‑based relationships that lead to referrals and renewals, and leverage enterprise data analytics to transparently track and report on customer engagement. Cross‑Functional Engagement – Collaborate with Sales, Engineering, and other internal teams to address product issues, identify workarounds, and develop solutions. Escalations – Assume the role of escalation manager when needed, ensuring timely communication to all stakeholders for high‑impact or strategically visible issues, and coordinating handoff of ongoing issues to the next geographical region. Customer Experience – Ensure a great customer experience in all team interactions, measuring and continually improving the experience. Projects – Project‑manage many projects concurrently, understanding current and future action items. Special Projects – Execute additional projects as assigned. Qualifications At least 5‑7 years of support experience within Network Support, Technical Support, Solutions Engineering, Customer Success, or a technical customer‑facing organization. At least 5‑7 years of direct customer engagement 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 (Cisco/Juniper certification strongly preferred – CCNA/DEVNET/JNCP, etc.). Experience with Cloud/SaaS software products highly desirable. Strong understanding of ISP, CDN, and cloud service provider networks. Strong understanding of web technologies and VoIP applications. 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 of security, authentication, permissions, and SSO. Experience administering Linux‑based operating systems. Passionate about enabling a consistently excellent customer experience, dedicated to championing the customer problem until resolution. Excellent verbal and written communication skills, with a heavy focus on using data to articulate messages. Ability to work effectively in a remote or virtual team environment. Excellent presentation skills with a strong leadership presence. Excellent time and 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. Flexibility to handle critical cases after hours as needed. #J-18808-Ljbffr