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Senior Network Support Engineer at Cisco ThousandEyes

Senior Network Support Engineer role at Cisco ThousandEyes in Mexico City.
Hybrid
On-Site
Mexico
Undisclosed salary

Cisco ThousandEyes is seeking a Senior Network Support Engineer for their Mexico City office. In this hybrid role, the engineer will empower customers to ease their performance monitoring pains by identifying problems, determining resolutions, and helping to avoid issues in the future. The engineer will work with customers and internal teams via online chat, email, and phone and must take ownership of technical issues, working with cross-functional teams to document problem definitions, troubleshooting procedures, and resolution steps. The engineer will also participate actively in 24x7 Support Coverage model and identify processes & workflows ripe for improvement or automation.

The role involves:

  • Timely interaction with customers and internal teams
  • Taking ownership of technical issues
  • Taking ownership of customer support forum
  • Active participation in 24x7 Support Coverage model
  • Identifying process & workflows ripe for improvement or automation

Requirements:

  • A standout "customer first" attitude
  • Bachelor’s degree in Computer Science or a related field, or equivalent working experience
  • At least 5-7 years working in a customer-facing role
  • Firm grasp of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc.)
  • Experience with Cloud/SaaS software products is highly desirable
  • Familiar with core networking principles - TCP/IP, DNS, web technologies, proxies and VoIP
  • Working knowledge of virtualization technology - containers, virtualBox, VMware, HyperV, Xen
  • Working knowledge in security - authentication, permissions, SSO
  • Knowledge of one computer languages and programming (Java, Python, XML, RESTAPI) frameworks desirable
  • Experience with the administration of Linux based Operations Systems a plus
  • Experience in technical writing is a plus
  • Ability to prioritize & complete tasks in a timely fashion
  • Ability to communicate clearly and concisely to technical and non-technical users
  • Proven troubleshooting and problem-solving skills

What the role offers:

  • Opportunity to work with a Digital Experience Assurance platform
  • Being part of Customer Engineering team
  • Role is highly variable and requires both the ability to make data-driven decisions, and draw conclusions based on incomplete information.
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Cisco ThousandEyes

Cisco ThousandEyes is a Digital Experience Assurance platform integrated within Cisco's technology portfolio. It helps organizations ensure optimal digital experiences across diverse networks, including those they don't directly manage. Utilizing AI and telemetry data from cloud, internet, and enterprise networks, ThousandEyes proactively detects, diagnoses, and resolves issues before they impact users. Its capabilities extend across Cisco's Networking, Security, Collaboration, and Observability solutions, enabling scalable deployments and AI-driven insights.