The Customer Service Subject Matter Expert (SME) is a senior technical specialist with extensive product knowledge in their area of specialization.
They play a crucial role in assisting Customer Experts with complex and visible cases, reviewing cases and bugs to improve overall quality.
What you'll do
Provide advanced technical expertise and leadership in solving complex, high-impact customer issues;
Lead the creation, refinement, and delivery of technical documentation, training materials, and knowledge content;
Partner closely with Engineering and Product teams to address systemic product issues and influence roadmap decisions;
Guide and mentor junior engineers, fostering technical growth and team development;
Submit and manage effective escalations, coach others on how to engage with Engineering and Product teams;
Utilize advanced software skills to configure, troubleshoot, or automate ThousandEyes product workflow;
Represent the support function in cross-functional meetings and customer engagements;
Active participation in 24×7 Support Coverage model;
May perform other duties as requested, not specifically addressed in this document.
What you'll need
Bachelor's degree in computer science, or a related field (or equivalent experience);
5-8 + years of experience in a technical support, engineering, or related customer-facing role;
Expert-level certifications or equivalent advance technical credentials preferred;
Experience with Cloud/SaaS software products is highly desirable;
Familiar with core networking principles – TCP/IP, DNS, web technologies, proxies and VoIP;
Working knowledge of virtualization technology – containers, virtualBox, VMware, HyperV, Xen;
Working knowledge in security – authentication, permissions, SSO;
Knowledge of one computer languages and programming (Java, Python, XML, RESTAPI) frameworks desirable;
Experience with the administration of Linux based Operations Systems a plus;
Expert in one or more technical domains; broad knowledge across ThousandEyes and networking technologies.
Health Insurance from the moment you join our team;
Enjoy daily free healthy meals in our cafeterias, including soup, bread, salads and fruit;
Access Portuguese language courses, sport activities and social events;
Grow with us through our initial and continuous training and personal development;
Easy public transport access to our offices.
Teleperformance Portugal
TP Portugal is
one of the 25 best companies to work for in Europe, according to Great Place to Work®.
It was also recognized as the Best and Largest Exporting Company and the Best Job Creator in Portugal by Exame magazine!
With more than ****** employees for 67 markets, TP Portugal provides services in 37 languages.
With a multicultural, highly qualified, and deeply specialized team, it offers a wide range of integrated omnichannel solutions.
TP is a pioneer in technology applied to customer support and maintains the highest security standards.
TP Portugal continues to grow.
Join our team and find your place at TP!
Apply now
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