Leader, Customer Delivery - Technical SupportSydney, AustraliaWho We AreCisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don't own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues – before they impact end-user experiences.ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco's leading Networking, Security, Collaboration, and Observability portfolios.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. In addition to your management responsibilities, ensure that we value the employee and their career, while being able to carry your own weight from a technical perspective. As a Customer Engineering Support manager, you will lead an experienced team with a mix of young talent. You will also be expected to create relationships with peer groups across the organization in other regions that also do 24x7 support where impeccable communication to deliver on SLAs and handovers will be required. 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.What You'll Do• 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.• 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. 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.Qualifications• Must be located in Sydney Australia.• A standout "customer first" attitude.• 3-5 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.
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