New 
Senior Escalation Support Engineer | ThousandEyes Federal
 Cisco Systems, Inc. | |
 United States, Texas, Austin | |
 May 09, 2025 | |
| Who We Are The name ThousandEyes 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 ThousandEyes, which now forms the ThousandEyes 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. ThousandEyes 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 ThousandEyes, 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 ThousandEyes 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 Enablement organization.As part of this role, you will also be responsible for maintaining services in a FedRAMP compliant environment, therefore, must be a U.S. Person (i.e. U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee). This position may also perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil. 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 contentPartner closely with Engineering and Product teams to address systemic product issues and influence roadmap decisionsGuide and mentor junior engineers, fostering technical growth and team developmentSubmit and manage effective escalations, coach others on how to engage with Engineering and Product teamsUtilize advanced software skills to configure, troubleshoot, or automate ThousandEyes product workflowDrive serviceability, usability, and product improvement efforts through customer feedback and technical insightsRepresent the support function in cross-functional meetings and customer engagementsContribute proactively to digital transformation by creating scripts, automation tools, and reusable assets Promote ThousandEyes' culture of collaboration, innovation, and technical excellenceTimely interaction with customers and internal teams requesting support via online-chat, email and phoneActive participation in 24x7 Support Coverage modelQualifications A standout "customer first" attitudeBachelor'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 roleExpert-level certifications (e.g. CCIE) or equivalent advance technical credentials preferred Experience with Cloud/SaaS software products is highly desirableFamiliar with core networking principles - TCP/IP, DNS, web technologies, proxies and VoIPWorking knowledge of virtualization technology - containers, virtualBox, VMware, HyperV, XenWorking knowledge in security - authentication, permissions, SSOKnowledge of one computer languages and programming (Java, Python, XML, RESTAPI) frameworks desirableExperience with the administration of Linux based Operations Systems a plusExperience in technical writing is a plusAbility to prioritize & complete tasks in a timely fashionAbility to communicate clearly and concisely to technical and non-technical usersProven troubleshooting and problem-solving skillsExpert in one or more technical domains; broad knowledge across ThousandEyes and networking technologiesProficient in automation, programmability, orchestration, virtualization, and/or securityReads 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 collaborationRegional or global impact; regularly interacts with customers, leadership, and product teams Leads original and creative initiatives that are critical to organization success Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. | |