Implementation Engineer | ThousandEyes

Cisco•Austin, NC

10d

About The Position

This role provides assistance to customers' technical support requests by applying technical expertise to conduct advanced troubleshooting and resolve issues, handling technical problems within specific technologies and architectures such as Security and Networking across a broad range of problem complexity. At senior levels, the position manages increasingly complex and integrated solutions, operating in a highly complex technical environment that often requires deep, cross-product knowledge and systems-level thinking. The role involves collaboration with customers, partners, engineering, and internal stakeholders to drive resolution and continuous improvement, and contributes to product quality by submitting bugs, defects, and quality escalations to Engineering. Additionally, the position utilizes and enhances lab environments and digital intellectual capital to deepen expertise, support troubleshooting, and scale solutions across the team, while leveraging TAC AI capabilities, software, automation, and diagnostic tools to support quality and efficiency, and proactively identify and address issues. The role may also include mentoring peers and team members for individual and team development.

Requirements

Bachelors + 7 years of related experience, or Masters + 4 years of related experience, or PhD + 1 year of related experience, or equivalent relevant work experience
Expert level (e.g., CCIE) or equivalent relevant certification expected

Responsibilities

Supports premium offers and solution support
Is a technical expert in more than one area and has clear understanding of entire solutions
Operates independently on case resolution focusing on complex and diverse cases requiring in-depth evaluation & analysis and thinking beyond the fix to prevent future problems
Serves an as early adopter of processes/tools and helps drive TCE specific priorities
Impacts within workgroup, shift, site, region as well as product
Applies expert knowledge and experience with global customer issues, trends and patterns, and the customer experience to participate in proactive engagements with Engineering
Advises other TCEs on customer problems
Develops and helps team develop productive relationships with customers and takes ownership for customer success
Submits effective escalations with Engineering teams and advises peers on effective engagement with the Engineering teams
May act as a global TAC Sponsor to review and approve formal engineering escalations (e.g., BEMS, Jira submissions)
Proactively identifies and documents pervasive bugs and systemic issues within the technology domain
Mentors, develops and coaches others on bug quality, submission review, and other regional best practices
Provides escalation support, and lab setup expertise. Builds shared and reusable lab setups and provides resolutions for errors and gaps
Interprets technical documentation, functional specs, and RFCs and applies expected product behavior across industry standards
Leverages advanced knowledge of software skills and tools to configure, deploy and/or troubleshoot Cisco products and solutions
Adopts and encourages adoption of AI and automation tools to improve resolution speed and accuracy, productivity, and quality
Develops and disseminates intellectual capital (e.g., advanced diagnostics, automation workflows, and AI-assisted troubleshooting guides) that supports global reuse across internal teams, Global Delivery Partners, and customers
Actively adopts TAC Tools essential for solving TAC SRs as well as for TAC Efficiencies (e.g. docs, training, processes) and advocates their adoption within their teams
Frequently liaises between team and Technology Owners, Technology Group Leaders, Senior Technical Talent and TAC Technical Leaders
Acts as a bridge between support and engineering strategy
Guides peers in effective cross-functional engagement and actively mentors junior TCEs, contributing to their development and strengthening team performance through knowledge sharing and support

Benefits

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance.
Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.
10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees
1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco
Non-exempt employees receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees
Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)
80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next
Additional paid time away may be requested to deal with critical or emergency issues for family members
Optional 10 paid days per full calendar year to volunteer
For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.