Escalation Engineer | ThousandEyes

Who We Are The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As the world continues its digital transformation and relies more on cloud services and the Internet, the “network,” which is now both public and private, has become unknown and our customers cannot see or understand. Our Internet and cloud intelligence platform delivers the only collectively powered real-time view of the Internet and private networks, cloud, and SaaS platforms, helping enterprises and service providers identify problems before they impact revenue, damage brand reputation, or halt employee productivity. In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within the Cisco Networking Business Group and is the Network Assurance solution for Cisco across the Cisco Networking Cloud and Cisco Security Cloud. ThousandEyes is also a foundational component of Cisco’s growing Full-Stack Observability (“FSO”) business. 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 problem solvers who can complement and extend the already formidable talents of our Customer Enablement organization. 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 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 Qualifications 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 Expert-level certifications (e.g. CCIE) or equivalent advance technical credentials preferred Experience wit ... (truncated, view full listing at source)