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Cisco · 2 weeks ago

Senior Escalation Support Engineer | ThousandEyes Federal

Austin, TX

Full-time

Onsite

Mid, Senior Level

$128K/yr - $168K/yr

5+ years exp

Cisco is a leader in networking technology, and they are seeking a Senior Escalation Support Engineer for their ThousandEyes Federal unit. The role involves providing advanced technical expertise in solving complex customer issues, creating technical documentation, and mentoring junior engineers while working in a FedRAMP compliant environment.

Communications InfrastructureEnterprise SoftwareHardwareSoftware

Growth Opportunities

No H1B

U.S. Citizen Only

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

Qualification

Expert-level certificationsCloud/SaaS experienceNetworking principlesVirtualization technologyProgramming languagesLinux administrationTechnical writingProblem-solving skillsCommunication skillsTeam mentoring

Required

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

Preferred

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

Benefits

Medical, dental and vision insurance

401(k) plan with a Cisco matching contribution

Paid parental leave

Short and long-term disability coverage

Basic life insurance

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

4 paid days off for personal wellness determined by Cisco

16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

Flexible vacation time off program

80 hours of sick time off provided on hire date and each January 1st thereafter

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

Annual bonuses subject to Cisco’s policies

Company

Cisco

Glassdoor4.3

Cisco develops, manufactures, and sells networking hardware, telecommunications equipment, and other technology services and products. It is a sub-organization of Cisco Press.

Founded in 1984

San Jose, California, USA

10001+ employees