Senior Support Engineer | ThousandEyes Federal

Cisco • Santa Clara, CA

7d

About The Position

Have you ever wondered how the Internet works under the hood? At ThousandEyes, we spend every day helping our customers navigate the complexities of Internet-based service delivery.
As a Senior Network Support Engineer, you will be the primary technical advocate for our customers. You will employ your deep networking expertise to analyze complex traffic patterns, diagnose routing anomalies, and deliver actionable insights. Whether you are troubleshooting BGP route leaks, analyzing packet captures, or optimizing end-to-end connectivity, you will be the "smoking gun" investigator that saves our customers hours of downtime.
Note: As part of this role, you will be responsible for maintaining services in a FedRAMP-compliant environment and must be a U.S. Person (U.S. citizen). This position may perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.

Requirements

• 5–8+ years in a senior network support, network engineering, or technical operations role.
• Bachelor’s degree in Computer Science, Electrical Engineering, or a related field (or equivalent practical experience).
• A "customer-first" attitude with a passion for solving the "unsolvable" network problems.
• Deep understanding of networking protocols (BGP, MPLS, VPN, DNS, HTTP/S, TLS).
• Demonstrable ability to interpret complex data sets, logs, and packet captures to drive data-driven decisions.
• Proficiency in scripting (Python, Bash) or network programmability (APIs, Ansible, Terraform) to automate diagnostic tasks.
• Exceptional ability to explain complex technical concepts to both technical and non-technical stakeholders.

Nice To Haves

• Expert-level certifications (e.g., CCIE, CCNP, or equivalent) are highly preferred.

Responsibilities

• Provide expert-level support for complex network performance issues, including BGP, OSPF, DNS, TCP/IP, and application-layer connectivity.
• Lead the resolution of high-impact, critical network outages by performing deep-dive analysis of telemetry data and packet captures.
• Partner with Engineering and Product teams to translate customer network challenges into product improvements and roadmap features.
• Act as a technical subject matter expert (SME) to mentor junior engineers on advanced network diagnostics and troubleshooting methodologies.
• Use Python or other automation tools to streamline troubleshooting workflows and improve serviceability.
• Create high-quality user documentation, white papers, and training materials that help customers understand complex network behaviors.
• Represent the support organization in high-stakes customer engagements and internal product strategy meetings.

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.
• U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies: 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level