Senior Escalation Support Engineer | ThousandEyes Federal

Cisco Systems, Inc.•Austin, TX

36d

About The Position

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.

Requirements

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
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
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 ThousandEyes 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

Nice To Haves

Expert-level certifications (e.g. CCIE) or equivalent advance technical credentials preferred
Experience with Cloud/SaaS software products is highly desirable
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

Responsibilities

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 ThousandEyes 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 ThousandEyes' 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

Benefits

medical, dental and vision insurance
a 401(k) plan with a Cisco matching contribution
paid parental leave
short and long-term disability coverage
basic life insurance
grants of Cisco restricted stock units
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