Network Support Lead | ThousandEyes (Mexico)
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Location:Mexico City, Mexico
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Area of InterestTechnical Support
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Job TypeProfessional
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Technology InterestCloud and Data Center, Internet of Everything, Networking, Service Provider
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Job Id1419209
About ThousandEyes (part of Cisco)
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 the world continues its digital transformation and relies more on cloud services and the Internet, the “network,” which is now both public and private, has become unknown to our customers cannot see or understand.
Our Internet and cloud intelligence platform delivers the only collectively powered real-time view of the Internet and private networks, cloud, and SaaS platforms, helping enterprises and service providers identify problems before they impact revenue, damage brand reputation, or halt employee productivity.
In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within the Cisco Networking Business Group and is the Network Assurance solution for Cisco across the Cisco Networking Cloud and Cisco Security Cloud. ThousandEyes is also a foundational component of Cisco’s growing Full-Stack Observability (“FSO”) business.
About the Role
The Leader, Customer Engineering role is a player/coach role of a post-sales support team. You will be responsible for building and leading outstanding support team. In addition to your management responsibilities, you’ll need to be able to carry your own weight from a technical perspective.
As a Customer Engineering Support manager, you will get to help build a new and important team. You’re also 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.
Requirements
- A standout "customer first" attitude.
- Minimum 7 years of working directly with customers in Technical Support Team.
- Bachelor’s degree in computer science or a related field, or equivalent working experience
- Excellent presentation skills coupled with a strong leadership presence.
- Excellent time & project management skills, with a focus on delivery.
- 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.
- 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 regional support team.
- Report metrics on workload volume to upper management and executive team. Build, implement and improve internal reporting, and other processes to optimize team productivity, identify trends, team and product enhancement opportunities.
- Coordinating handoff of ongoing issues to the next geographical region.
- Assume the role of escalation manager and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility.
- 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.
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.
For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.
