Service Management Engineer

**Who We Are**

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.

**What **You’ll** Do**

The Service Management team at ThousandEyes plays a crucial role in ensuring SaaS Access and Operational Continuity, enhancing the productivity of our employees. Our mission is to establish and maintain efficient processes and its execution for managing services, licenses and accounts controlling access to organizational resources. The team provides a seamless experience for all members of the ThousandEyes organization from day one.

We are in search of a dynamic engineer with a background in professional services or customer experience to help us elevate the execution across our entire business unit. As the Service Management Engineer, you'll be empowered to shape your team and play a pivotal role in steering the technical direction, ensuring the seamless onboarding and management of our SaaS portfolio. We're looking for someone who is customer-focused, with a proven track record of excellence in delivery and strong collaborative skills.
- Our Service Management engineers excel in working independently, driving best practices, and implementing quality assurance processes. The Service Management team plays a critical role in shaping our security posture and serves as a cornerstone in our compliance and risk management endeavors.

As a member of a newly formed team, this is a fantastic chance for individuals to make a substantial impact while influencing the future of the organization. The role emphasizes the importance of collaboration with the broader ThousandEyes and Cisco IT teams to ensure compliance and alignment with the latest technological trends.

We are passionate about optimizing our systems and improving the lives of the members of the ThousandEyes organization.

**Qualifications**- 4+ years of experience. Master's degree and relevant certifications to this position could be considered as bridging the gap.-
- Previous experience within a Professional Services or Customer Experience.-
- Experience with Cloud SaaS Management.-
- Experience with Change Management solutions (e.g. Jira Service Management, ServiceNow)-
- Strategic thinker with the ability to align technical decisions with tactical delivery.-
- Excellent communication and interpersonal skills.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.

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 typically pays as follows:
.75% of incentive target for each 1% of revenue attainment up to 50% of quota;
1.5% of incentive target for each 1% of attainment between 50% and 75%;
1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment 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.