Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The TAM role is a proactive support role for premium support accounts, responsible for supporting a select number of named accounts aligned to customer business hours. The TAM works closely with the 24x7 support team to ensure a follow-the-sun support model. This role provides premium support, understanding customer teams and networks, helping optimize customer networks, providing training, and working on joint proactive projects. This position requires maintaining services in a FedRAMP-compliant environment and must be a U.S. Person.

Responsibilities

Work break-fix issues with customers and escalate to the support team as required.
Optimize customer systems to ensure peak performance.
Establish and maintain collaborative relationships with support teams and customers/partners.
Build value-based relationships with customers, leading to referral and renewal.
Leverage enterprise data analytics to track and report on customer engagement.
Establish and develop collaborative relationships with internal teams.
Collaborate with Sales and Engineering to address product issues and identify workarounds & solutions.
Act as an escalation manager when needed, ensuring timely communication to all stakeholders for high-impact or strategic issues.
Coordinate the handoff of ongoing issues to the next geographical region.
Ensure a great customer experience in all team interactions.
Measure and continually improve customer experience.
Project manage multiple projects concurrently, understanding current and future action items.

Requirements

At least 6-8 years of support experience within a Technical Support, Solutions Engineering, Customer Success, or Technical customer-facing organization.
At least 6-8 years of working directly with customers 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.
Experience with Cloud/SaaS software products is 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 is desirable; JavaScript and Python are a plus.
Working knowledge in security, authentication, permissions, SSO.
Experience in administering Linux-based operating systems.
Passionate about enabling a consistently excellent customer experience and dedicated to championing customer problems until resolution.
Excellent verbal and written communication skills with a focus on using data to articulate messages.
Ability to work effectively in a remote or virtual 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; passion for problem-solving.
Flexibility to handle critical cases after hours as needed.
Must be a U.S. Person (U.S. citizen).
This position may perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.

Skills

Network and application protocols
Cloud/SaaS software products
ISP, CDN, and cloud service provider networks
Web technologies
VoIP applications
Hypervisors (KVM, VMware, Hyper-V, VirtualBox)
Container administration tools (Docker, Kubernetes)
Computer language and programming framework (JavaScript, Python desirable)
Security, authentication, permissions, SSO
Linux-based operating systems administration
Data analytics
Communication skills
Presentation skills
Time management
Project management

Location

Remote
Virtual

Work Type

Full-time

Experience Level

6-8+ years of support experience
6-8+ years of working directly with customers

Education Level

Bachelor’s degree in Computer Science or related field, or equivalent working experience

Salary/Compensations

$128,100.00 - $168,200.00 (U.S. and/or Canada)
$158,200.00 - $241,700.00 (New York City Metro Area)
$140,600.00 - $241,800.00 (Non-Metro New York state & Washington state)

Benefits

Medical insurance
Dental insurance
Vision insurance
401(k) plan with Cisco matching contribution
Paid parental leave
Short-term disability coverage
Long-term disability coverage
Basic life insurance
Restricted stock units (RSUs)
10 paid holidays per full calendar year
1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday
Paid year-end holiday shutdown
4 paid days off for personal wellness
16 days of paid vacation time per full calendar year (non-exempt employees)
Flexible vacation time off program (exempt employees)
80 hours of sick time off provided on hire date and each January 1st thereafter
Up to 80 hours of unused sick time carried forward
Additional paid time away for critical or emergency family issues
Optional 10 paid days per full calendar year to volunteer
Annual bonuses (non-sales roles)
Performance-based incentive pay (sales roles)

About the Company

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond.
We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds.
Our solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
We experiment and create meaningful solutions, fueled by the depth and breadth of our technology.
We work as a team, collaborating with empathy to make really big things happen on a global scale.
Our impact is everywhere because our solutions are everywhere.
We are Cisco, and our power starts with you.