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 entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.

About The Role

We're all familiar with the technology, but have you ever wondered how the Internet actually works? At ThousandEyes, we spend every day working to help customers understand the gotchas of Internet-based service delivery: how to identify problems, how to resolve, and how to avoid them in the future. Our Customer Engineering team is tasked with empowering our customers with ThousandEyes to ease their performance monitoring pains.

If you enjoy variety in job responsibilities, this is the job for you.  A day may involve helping a customer identify network loss in an undersea cable, diagnose the cause of a route leak impacting significant portions of internet traffic, scripting an approach to monitoring a website's login flow, spinning up a lab environment to reproduce a strange set of behaviors seen in a customer's environment, saving a company hours of bridge time during a significant outage impacting their infrastructure by finding the smoking-gun in a network outage, or simply helping someone understand the way that our applications work.  The job is highly variable and requires both the ability to make data-driven decisions, and draw conclusions based on incomplete information.  We're looking for out-of-the-box thinkers who can complement and extend the already formidable talents of our Customer Enablement organization.

As part of this role, you will also be responsible for maintaining services in a FedRAMP compliant environment, therefore, must be a U.S. Person (i.e. U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee). This position may also perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.

What You’ll Do

• 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 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 ThousandEyes' culture of collaboration, innovation, and technical excellence.

Qualifications

• 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.

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

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

• Proicient 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.