Network Support Engineer (Portuguese speaking)

Job Description

ThousandEyes, now part of Cisco, is seeking a Network Support Engineer to join their Customer Engineering team. This role involves helping customers understand and resolve issues related to Internet-based service delivery. The engineer will work to identify problems, find solutions, and prevent future issues, ensuring optimal performance monitoring.

Role involves:

• Helping customers identify network loss.
• Diagnosing the cause of route leaks.
• Scripting approaches to monitoring website login flows.
• Reproducing strange behaviors in lab environments.
• Finding the root cause of network outages.
• Assisting users in understanding application functionality.

Requirements:

• A standout "customer first" attitude
• Bachelor’s degree in Computer Science or a related field, or equivalent working experience
• At least 2 years working in a customer-facing role
• Fluent written and spoken language skills in English and Portuguese (C1 Level)
• Expert understanding of fundamental networking and protocol operations
• Strong understanding of ISP, CDN, and cloud service provider networks
• Strong understanding of web technologies and VoIP applications
• Hands on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBox
• Hands on experience with container administration tools such as docker and kubernetes
• Experience in administering Linux based operating systems
• Ability to prioritize & complete tasks in a timely fashion
• Ability to communicate clearly and concisely to technical and non-technical users
• Validated problem-solving skills
• Applied knowledge in security - authentication, permissions, SSO
• Knowledge of at least one computer language and programming framework desirable (JavaScript and/or Python are a plus)
• Experience with Cloud/SaaS software products is highly desirable
• Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc.
• Passionate about enabling a consistently excellent customer experience.
• Dedicated to champion the customer problem until the resolution path is identified
• Excellent verbal and written communication skills. Heavy focus on using data to articulate messages
• The ability to work effectively in a remote or virtual team environment
• Excellent presentation skills coupled with a strong leadership presence
• Excellent time & project management skills, with a focus on delivery

What role offers:

• Timely interaction with customers and internal teams requesting support via online-chat, email and phone.
• Take ownership of technical issues, working with multi-functional teams to document problem definition, troubleshooting procedures, and resolution steps
• Take ownership of customer support forum and keep information current on standard methodologies with ThousandEyes
• Active participation in 24x7 Support Coverage model
• Identify process & workflows ripe for improvement or automation