Senior Escalations Support Engineer

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Job Summary:

Cisco Thousand Eyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network. The Senior Escalations Support Engineer will provide advanced technical expertise to solve complex customer issues and will lead the creation of technical documentation while mentoring junior engineers.

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 Thousand Eyes product workflows.

• 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 Thousand Eyes' culture of collaboration, innovation, and technical excellence.

Qualifications:

Required:

• A standout 'customer first' attitude

• Bachelor's degree in Computer Science, Electrical Engineering, or a related field (or equivalent experience).

• 5–8+ years of experience in a technical support, engineering, or related customer-facing role.

• Expert in one or more technical domains; broad knowledge across Thousand Eyes and networking technologies.

• Proficient in automation, programmability, orchestration, virtualization, and/or security.

• Reads and applies industry standards, RFCs, and architectural documents.

• Routinely 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 organizational success.

Preferred:

• certifications (e.g., CCIE) or equivalent advanced technical credentials preferred.

Company:

Cisco Thousand Eyes empowers organizations to assure every digital experience across every network, everywhere, every time. Founded in 2010, the company is headquartered in San Francisco, California, USA, with a team of  employees. The company is currently Late Stage.

Seniority level

• Seniority level
  
  Mid-Senior level

Employment type

• Employment type
  
  Full-time

Job function

• Industries Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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