About the role
Meet The Team
Cisco ThousandEyes is transforming digital experiences for organizations and people everywhere. Our cloud platform provides a collectively powered view of the Internet, cloud, and SaaS platforms, helping enterprises and service providers work together to improve the quality of every digital experience. Our Customer Engineering team is dedicated to empowering customers by resolving performance monitoring challenges and providing deep technical expertise.
Your Impact
You will serve as a primary technical point of contact, driving customer value through proactive engagement and complex problem resolution.
• Resolve complex technical issues by performing deep-dive troubleshooting across network, application, and cloud service provider environments.
• Lead cross-functional collaboration with internal engineering teams to document problem definitions, troubleshooting procedures, and resolution steps.
• Drive continuous improvement by identifying workflows ripe for automation and contributing to the ThousandEyes customer support forum.
• Participate in a 24x7 support coverage model to ensure high availability and responsiveness for global customers.
Minimum Qualifications
• Bachelor’s degree in Computer Science, Engineering, or a related field, or 4 years of equivalent professional experience in a technical support or engineering role.
• 5+ years of experience working in a customer-facing technical support organization.
• Demonstrated expert understanding of network and application protocols (e.g., TCP/IP, DNS, HTTP/S, BGP).
• Hands-on experience with Linux-based operating systems, including administration, troubleshooting, and performance tuning.
• Proven experience managing technical issues in cloud-based or SaaS environments, including container orchestration (e.g., Kubernetes, Docker) and virtualization (e.g., KVM, VMware).
Preferred Qualifications
• Professional certifications such as CCNA, CCNP, CCIE, or DevNet.
• Proficiency in at least one scripting language, such as Python or JavaScript, for automation and data analysis.
• Experience with infrastructure-as-code tools such as Ansible or Terraform.
• Demonstrated ability to communicate complex technical concepts clearly to both technical and non-technical stakeholders.
• Strong understanding of security, authentication, and SSO protocols within enterprise environments.
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.