Senior Network Support Engineer | ThousandEyes at Cisco

Who We Are

The name Thousand Eyes 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. As the world continues its digital transformation and relies more on cloud services and the Internet, the "network," which is now both public and private, has become a black box our customers cannot see or understand.

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.

In August 2020, Cisco Systems completed the acquisition of Thousand Eyes, which now forms the Thousand Eyes Business Unit within the Cisco Networking Business Group and is the Network Assurance solution for Cisco across the Cisco Networking Cloud and Cisco Security Cloud. Thousand Eyes is also a foundational component of Cisco’s growing Full-Stack Observability ("FSO") business.

About The Role

We're all familiar with the technology, but have you ever wondered how the Internet actually works? At Thousand Eyes, we spend every day working to help customers understand the gotchas of Internet-based service delivery: how to identify problems, how to resolve, and how to avoid them in the future. Our Customer Engineering team is tasked with empowering our customers with Thousand Eyes to ease their performance monitoring pains.

If you enjoy variety in job responsibilities, this is the job for you. A day may involve helping a customer identify network loss in an undersea cable, diagnose the cause of a route leak impacting significant portions of internet traffic, scripting an approach to monitoring a website's login flow, spinning up a lab environment to reproduce a strange set of behaviors seen in a customer's environment, saving a company hours of bridge time during a significant outage impacting their infrastructure by finding the smoking-gun in a network outage, or simply helping someone understand the way that our applications work. The job is highly variable and requires both the ability to make data-driven decisions, and draw conclusions based on incomplete information. We're looking for out-of-the-box thinkers who can complement and extend the already formidable talents of our Customer Engineering organization.

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 Thousand Eyes product workflow

• Drive serviceability, usability, and product improvement efforts through customer feedback and technical insights

• Represent the support function in cross-functional meetings and customer engagements

• Contribute proactively to digital transformation by creating scripts, automation tools, and reusable assets

• Promote Thousand Eyes' culture of collaboration, innovation, and technical excellence

• Timely interaction with customers and internal teams requesting support via online-chat, email and phone

• Active participation in 24x7 Support Coverage model

Qualifications

• A standout "customer first" attitude

• 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 (e.g. CCIE) 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, virtual Box, 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

• Experience in technical writing is a plus

• Ability to prioritize & complete tasks in a timely fashion

• Ability to communicate clearly and concisely to technical and non-technical users

• Proven troubleshooting and problem-solving skills

• Expert in one or more technical domains; broad knowledge across Thousand Eyes and networking technologies

• Proficient in automation, programmability, orchestration, virtualization, and/or security

• Reads and applies industry standards, RFCs, and architectural documents

• Mentors team members and drives team goals into actionable initiatives

• Influences product development through trends analysis and cross-functional collaboration

• Regional or global impact; regularly interacts with customers, leadership, and product teams

• Leads original and creative initiatives that are critical to organization success

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.