Senior Implementation Engineer
ThousandEyes
- Sydney, NSW
- Permanent
- Full-time
- When large enterprise customers acquire new software, the best way to ramp to productivity often involves a personal touch from resources who know the platform inside and out. This role's primary responsibility is to engage with customers to deliver world class enablement including product training tutorials, event analysis, and transfer of best practices, as well implementation for their ThousandEyes deployment. You'll need to be a ThousandEyes product expert, with monitoring system expertise, and a strong foundation in core network architecture. You'll plan for and deliver on a wide range of engagement types, including project planning, implementation, and documentation of monitoring services, end-user training, and optimization. You'll need to be a jack of all trades who's polished and easy to put in front of a wide variety of customer roles.
- Guides customers on deploying and implementing ThousandEyes.
- Implements ThousandEyes in large enterprise customers with complex requirements across the APJC region.
- Engages with customers to deliver product implementation, integration, and training services.
- Project manages many projects concurrently managing stakeholder expectations and actions.
- Provides technical leadership in the region by aligning best practices to other regions and mentoring Implementation Engineers across the APJC region.
- Engages with escalated or at-risk projects or accounts to problem solve and provide strategic direction.
- Provides accurate technical scope recommendations by understanding customer requirements and expectations and investigating feasibility of solutions when required.
- Builds value-based relationships with customers, leading to referral and renewal.
- Leverage data analytics to transparently track and report on customer engagements.
- Track and report on utilization and work performed.
- Identification of potential product/services upsell or cross-sell opportunities.
- Special projects as assigned.
- A standout "customer first" attitude.
- Bachelor's or advanced degree in a technical field, or equivalent working experience.
- At least 7-10 years' experience working in a customer-facing role.
- Project management and consulting experience.
- Advanced understanding of network and application protocols (Cisco CCIE certification strongly preferred, Cisco/Juniper certifications CCNA/JNCIA/JNCIS and CCNP/JNCIP and Cisco DevNET well regarded, or equivalent experience).
- Experience maintaining or implementing LAN/WAN environments.
- Experience with Cloud/SaaS software products and web technologies including REST APIs.
- Experience developing and maintaining scripts and automating workflows with programming languages (JavaScript, Python, and Java preferred).
- Experience with ThousandEyes (or similar) monitoring solutions highly regarded.
- Amazing communication skills and creative problem-solving capabilities.
- Strong technical acumen.
- Enjoy a fast-paced, dynamic environment.
- Able to juggle and accomplish tasks in tight timeframes.
- Ability to speak another language aside from English such as Japanese, Korean, or Mandarin is an advantage (but not required).