Senior Escalations Support Engineer

Job Description

Cisco is seeking a Senior Escalations Support Engineer for its ThousandEyes platform. This role involves providing advanced technical expertise to solve complex customer issues, creating technical documentation, and partnering with Engineering and Product teams. The engineer will mentor junior team members, manage escalations, and utilize software skills to troubleshoot and automate workflows. They will also drive product improvements through customer feedback and represent the support function in cross-functional meetings.Role involves:

• Solving complex, high-impact customer issues.
• Creating technical documentation and training materials.
• Partnering with Engineering and Product teams.
• Mentoring junior engineers.
• Managing escalations.
• Configuring, troubleshooting, and automating product workflows.
• Driving serviceability and product improvement efforts.
• Representing the support function in meetings.
• Contributing to digital transformation.

Requirements:

• A standout "customer first" attitude.
• Bachelor's degree in Computer Science, Electrical Engineering, or a related field (or equivalent experience).
• 5–8+ years of experience in a technical support, engineering, or related customer-facing role.
• Expertise in one or more technical domains.
• Proficiency in automation, programmability, orchestration, virtualization, and/or security.
• Must be a U.S. Person.

Role offers:

• Access to medical, dental, and vision insurance.
• A 401(k) plan with a Cisco matching contribution.
• Short and long-term disability coverage.
• Basic life insurance.
• Wellbeing offerings.
• Paid holidays and vacation time.
• Sick Time Off.
• Paid time to volunteer.