Overview
Join to apply for the Network Support Engineer role at Cisco ThousandEyes.
Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network — even the ones they don't own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues – before they impact end-user experiences.
ThousandEyes is deeply integrated across the Cisco technology portfolio and beyond, helping customers deploy at scale while delivering AI-powered assurance insights within Cisco's leading Networking, Security, Collaboration, and Observability portfolios.
What You'll Do
* Provide answers to technical questions related to ThousandEyes products, services, and solutions.
* Assist in creating, updating, and delivering technical documentation and knowledge transfers.
* Collaborate with Engineering teams to help identify and resolve product-related technical issues.
* Escalate cases appropriately and engage internal resources to ensure timely resolution.
* Document cases thoroughly in incident and knowledge management systems.
* Follow case management best practices and internal guidelines.
* Work cross-functionally with internal stakeholders to support the value of ThousandEyes support services.
* Contribute to the development of internal knowledge base content and technical documentation.
* Leverage tools and scripting knowledge to troubleshoot and support ThousandEyes products.
* Actively contribute to team discussions and help maintain a collaborative culture.
Qualifications
* A standout customer first attitude
* Bachelor's degree in Computer Science, Electrical Engineering, or a related field (or equivalent experience)
* 3-6 years of relevant technical experience
* Strong knowledge in one technical area with broad understanding across ThousandEyes technologies
* Familiarity with automation, programmability, and/or virtualization
* Ability to read technical documentation, specifications, and industry standards (e.g., RFCs)
* Excellent communication and collaboration skills
* Ability to work effectively in ambiguous situations and escalate when needed
* Developing ability to guide or mentor junior team members
* Has local site-level impact; collaborates internally to achieve results
Additional Information
Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification.
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Computer Networking Products
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