Senior Network Support Engineer

Who We Are

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don’t own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues – before they impact end-user experiences.

ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.

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.

What You’ll Do

• Timely interaction with customers and internal teams requesting support via online-chat, email and phone.
• Take ownership of technical issues, working with cross-functional teams to document problem definition, troubleshooting procedures, and resolution steps.
• Take ownership of customer support forum and keep information current on best practices with ThousandEyes.
• Active participation in 24x7 Support Coverage model.
• Identify process & workflows ripe for improvement or automation.

Qualifications

• A standout "customer first" attitude.
• Bachelor’s degree in Computer Science or a related field, or equivalent working experience.
• At least 5-7 years working in a customer-facing role.
• Firm grasp of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc.).
• 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 language 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.

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.