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. The Senior Escalations Support Engineer role involves helping customers understand internet service delivery issues, identifying and resolving network problems, scripting monitoring approaches, reproducing customer environment behaviors, and saving companies time during outages. The job requires data-driven decision making and creative problem solving. Responsibilities include providing advanced technical expertise, leading documentation and training, partnering with Engineering and Product teams, mentoring junior engineers, managing escalations, automating workflows, driving product improvements, representing support in meetings, and promoting a culture of collaboration and innovation. The role requires maintaining services in a FedRAMP compliant environment and U.S. Person status. Qualifications include a customer-first attitude, a bachelor's degree or equivalent experience, 5-8+ years in technical support or related roles, preferred certifications like CCIE, expertise in technical domains and networking technologies, proficiency in automation and security, ability to read industry standards, mentoring skills, and influence on product development. Cisco values diversity and encourages applications from all candidates, including those who may not meet every qualification. Compensation range for U.S. applicants is $112,000 to $149,900 USD, with additional benefits and incentive pay structures described.
