Leader, Customer Delivery - Technical Support I ThousandEyes

Leader, Customer Delivery - Technical Support I ThousandEyesLocation: Sydney, AustraliaArea of Interest: Technical SupportJob Type: ProfessionalJob Id: 1430111Who We AreThe 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. 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.About The RoleThe Leader of the 24x7 support APJC will manage and lead a team of post sales engineers supporting our ThousandEyes customers. You will be responsible for leading a team of post sales engineers while continuing the success of high CSAT scores and industry leading chat response times. Youre highly organized: able to seamlessly transition between projects and initiatives, and able to drive continuous progress on projects across your team.What Youll DoTeam 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.Take on other day to day tasks that occur in the region that may fall outside of the standard support leadership role.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.Establish and develop collaborative relationships with internal teams, external partners, and customers.Partner with customers to help investigate and diagnose network, and internet connectivity problems.QualificationsMust be located in Sydney Australia.A standout "customer first" attitude.3-5 years of working directly with customers in Technical Support Team.Bachelors 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.Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. We encourage you to apply even if you do not believe you meet every single qualification. #J-18808-Ljbffr

Created: 2024-12-04