Technical Account Manager - FedRAMP

The application window is expected to close on: 05/29/2026

** Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received** .

The TAM role is a proactive support role for premium support accounts: you'll be responsible for supporting a select number of named accounts, aligned to the customers business hours, and not working on a rotational shift. The TAM will work closely with the 24x7 support team to ensure the total team can support a customer on a follow-the-sun model. The TAM provides select account premium support for those that purchase the TAM service, and the key value includes providing customers with a named support engineer who understands the customers team and network.

TAM's work customer problems, help optimize customer networks, provide training, and also work joint proactive projects.

*
* Note:

** As part of this role, you will be responsible for maintaining services in a FedRAMP-compliant environment and 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.

** Responsibilities*
* + Support - Work break-fix issues with customers. Escalate to support team as required

+ Optimization - Optimize customer systems to ensure peak performance

+ Proactive Customer Engagement - Establish and ensure highly collaborative relationships with support teams and customers/partners. Build value-based relationships with customers, leading to referral and renewal. Leverage enterprise data analytics to transparently track and report on customer engagement

+ Cross Functional Engagement - Establish and develop highly collaborative relationships with internal teams. Collaborating with Sales and Engineering to address product issues, and identify workarounds & solutions

+ Escalations - Assume the role of escalation manager when needed, and ensure timely communication to all stakeholders for escalated issues with a high-impact, or strategic visibility. Coordinate handoff of ongoing issues to the next geographical region

+ Customer Experience - Ensure a great customer experience in all team interactions. Measure and continually improve

+ Projects - Project manage many projects concurrently understanding current and future action items

** Role 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 (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc. )

+

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 Virtual Box

+ 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 in security,  authentication, permissions, SSO

+ Experience in administering Linux based operating systems

+ Passionate about enabling a consistently excellent customer experience. Dedicated to champion the customer problem until the resolution path is identified

+ Excellent verbal and written communication skills. Heavy focus on using data to articulate messages

+ The 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; real passion for problem-solving

+ Flexibility to handle critical cases after hours as needed

** Why Cisco?*
* 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. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

** Message to applicants applying to work in the U.S. and/or…