Network Support Engineer

Who We Are

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. 

***Candidates Located in Mexico City Only

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.

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.

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. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.