Senior Escalation Support Engineer | ThousandEyes Federal at Cisco Systems, Inc.

Who We AreThe 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 a black box 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 RoleWe'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 DoProvide advanced technical expertise and leadership in solving complex, high-impact customer issuesLead the creation, refinement, and delivery of technical documentation, training materials, and knowledge contentPartner closely with Engineering and Product teams to address systemic product issues and influence roadmap decisionsGuide and mentor junior engineers, fostering technical growth and team developmentSubmit and manage effective escalations, coach others on how to engage with Engineering and Product teamsUtilize advanced software skills to configure, troubleshoot, or automate ThousandEyes product workflowDrive serviceability, usability, and product improvement efforts through customer feedback and technical insightsRepresent the support function in cross-functional meetings and customer engagementsContribute proactively to digital transformation by creating scripts, automation tools, and reusable assetsPromote ThousandEyes' culture of collaboration, innovation, and technical excellenceTimely interaction with customers and internal teams requesting support via online-chat, email and phoneActive participation in 24x7 Support Coverage modelQualificationsA standout "customer first" attitudeBachelor'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 roleExpert-level certifications (e.g. CCIE) or equivalent advance technical credentials preferredExperience with Cloud/SaaS software products is highly desirableFamiliar with core networking principles - TCP/IP, DNS, web technologies, proxies and VoIPWorking knowledge of virtualization technology - containers, virtualBox, VMware, HyperV, XenWorking knowledge in security - authentication, permissions, SSOKnowledge of one computer languages and programming (Java, Python, XML, RESTAPI) frameworks desirableExperience with the administration of Linux based Operations Systems a plusExperience in technical writing is a plusAbility to prioritize & complete tasks in a timely fashionAbility to communicate clearly and concisely to technical and non-technical usersProven troubleshooting and problem-solving skillsExpert in one or more technical domains; broad knowledge across ThousandEyes and networking technologiesProficient in automation, programmability, orchestration, virtualization, and/or securityReads and applies industry standards, RFCs, and architectural documentsMentors team members and drives team goals into actionable initiativesInfluences product development through trends analysis and cross-functional collaborationRegional or global impact; regularly interacts with customers, leadership, and product teamsLeads original and creative initiatives that are critical to organization successWhy Cisco?At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.We are Cisco, and our power starts with you.Message to applicants applying to work in the U.S. and/or Canada:The starting salary range posted for this position is $128,100.00 to $168,200.00 and reflects the projected salary range for new hires in this position in U.S. and/or Canada locations, not including incentive compensation*, equity, or benefits.Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by CiscoNon-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employeesExempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours ofunused sick timecarried forwardfrom one calendar yearto the nextAdditional paid time away may be requested to deal with critical or emergency issues for family membersOptional 10 paid days per full calendar year to volunteerFor non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies.Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:.75% of incentive target for each 1% of revenue attainment up to 50% of quota;1.5% of incentive target for each 1% of attainment between 50% and 75%;1% of incentive target for each 1% of attainment between 75% and 100%; andOnce performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.The applicable full salary ranges for this position, by specific state, are listed below:New York City Metro Area:$158,200.00 - $241,700.00Non-Metro New York state & Washington state:$140,600.00 - $241,800.00* For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.