Senior Support Engineer | ThousandEyes Federal

Cisco•Santa Clara, CA

14d

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 + 8 years of related experience, or Masters + 6 years of related experience, or PhD + 3 years 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 a broad area covering multiple technologies
Regularly operates independently, possibly as a Team Captain or team Escalation Engineer, helping team members resolve cases and leveraging/sharing knowledge globally
Impacts at regional and site level
Partners with Technical Leads to participate in and, where appropriate, drive proactive engagements with Engineering, leveraging deep expertise and broad knowledge of global customer issues, trends, and the holistic customer experience to inform and influence Engineering priorities
Sought out by other TCEs to advise on customer problems and internal stakeholders to advise on technical issues related to the product or technologies
Showcases self and team as trusted technical experts and takes ownership for customer success
Acts as a global TAC Sponsor to review and approve formal engineering escalations (e.g., BEMs, JIRA submissions)
Standardizes efforts to identify, document, and drive resolution of pervasive bugs across the technology domain
Develops quality standards for bug submissions globally — reviewing, mentoring, and setting standards for engineering-ready reports
Leads global escalation support efforts and advises on high-impact issue resolution strategies
Architects and governs shared lab infrastructure; advises leadership on lab resource needs and partners with technical leaders and CALO to evolve lab capabilities
May partner with Technical Leaders to author requirements, review PRDs or functional specs
Plays a key role in the development of intellectual capital — including internal and external documentation, training, and automation assets — that influences global support practices
May partner with engineering and tools teams to embed knowledge into AI platforms, diagnostics, and digital workflows used across Cisco and partner ecosystems
Works with TAC Technical Leaders to contribute to the adoption of AI-driven insights, telemetry, and automation projects that impact multiple global technology teams
Seeks to improve and provides meaningful feedback to stakeholders on TAC tools, programs, processes and policies
Provides leadership and mentorship to team and liaises with Technology Owners, Technology Group Leaders, Technology Group Owners, TAC Technical Leaders, Senior Technical Talent and other internal product teams
Shapes engineering feedback loops, influences product direction, and drives alignment between support and development
Leverages deep customer insights to guide best practices, resolve complex issues, and partner with Engineering (CX and BU) to drive product, process, and automation improvements

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.