Network Support Engineer

Who We Are

ThousandEyes was born with a bold and exciting vision. To transform digital experience for organisation and people everywhere. Our cloud platform today delivers the only collectively powered view of the Internet, cloud and SaaS platforms, helping enterprises and service providers work together to improve the quality of every digital experience.

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group, and is a foundational component of Cisco’s growing Observability business. 

About the Role

We're all familiar with the technology, but have you ever wondered how the Internet actually works? At ThousandEyes, we spend every day working to help customers understand the gotchas of Internet-based service delivery: how to identify problems, how to resolve, and how to avoid them in the future. Our Customer Engineering team is tasked with empowering our customers with ThousandEyes to ease their performance monitoring pains.

If you enjoy variety in job responsibilities, this is the job for you.  A day may involve helping a customer identify network loss in an undersea cable, diagnose the cause of a route leak impacting significant portions of internet traffic, scripting an approach to monitoring a website's login flow, spinning up a lab environment to reproduce a strange set of behaviors seen in a customer's environment, saving a company hours of bridge time during a significant outage impacting their infrastructure by finding the smoking-gun in a network outage, or simply helping someone understand the way that our applications work.  The job is highly variable and requires both the ability to make data-driven decisions, and draw conclusions based on incomplete information.  We're looking for out-of-the-box thinkers who can complement and extend the already formidable talents of our Customer Enablement organization.

What You'll Do

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

Qualifications

• A standout "customer first" attitude
• Bachelor’s degree in Computer Science or a related field, or equivalent working experience
• At least 3-5 years working in a customer-facing role support organization
• Expert understanding of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc. )
• Experience with Cloud/SaaS software products is highly desirable.
• Strong understanding of ISP, CDN, and cloud service provider networks
• Strong understanding of web technologies and VoIP applications
• Experience with Networking, Network Architecture, HTTP, DNS and System Administration
• 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

• Knowledge of at least one computer language and programming framework desirable, JavaScript and Python are a plus
• Working knowledge in security,  authentication, permissions, SSO
• Experience in administering Linux based operating systems
• 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

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. 

Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.