Technical Consulting Engineer

Cisco ThousandEyes is transforming digital experiences with a cloud platform that provides a collectively powered view of the Internet, cloud, and SaaS platforms, helping enterprises and service providers improve digital experience quality. The Customer Engineering team focuses on resolving performance monitoring challenges and providing deep technical expertise.

• Bachelor’s degree in Computer Science, Engineering, or related field, or 4 years professional experience in technical support or engineering.
• Proven experience in a customer-facing technical support organization.
• Expert understanding of network and application protocols such as TCP/IP, DNS, HTTP/S, and BGP.
• Hands-on experience with Linux administration, troubleshooting, and performance tuning.
• Experience managing technical issues in cloud-based or SaaS environments, including container orchestration (Kubernetes, Docker) and virtualization (KVM, VMware).

Preferred qualifications:

• Professional certifications like CCNA, CCNP, CCIE, or DevNet.
• Proficiency in scripting languages such as Python or JavaScript for automation and data analysis.
• Experience with infrastructure-as-code tools like Ansible or Terraform.
• Ability to communicate complex technical concepts clearly to technical and non-technical stakeholders.
• Strong understanding of security, authentication, and SSO protocols in enterprise environments.

• Serve as the primary technical point of contact for customers.
• Resolve complex technical issues by deep-dive troubleshooting across network, application, and cloud service provider environments.
• Lead cross-functional collaboration with internal engineering teams to document problem definitions, troubleshooting procedures, and resolution steps.
• Identify workflows for automation and contribute to the ThousandEyes customer support forum.
• Participate in a 24x7 support coverage model ensuring high availability and responsiveness for global customers.