Network Support Engineer

Who We AreCisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network - even the ones they don’t own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues - before they impact end- user experiences.ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.About The RoleWe'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.What You’ll Do- Provide answers to technical questions related to ThousandEyes products, services, and solutions.- Assist in creating, updating, and delivering technical documentation and knowledge transfers.- Collaborate with Engineering teams to help identify and resolve product-related technical issues.- Escalate cases appropriately and engage internal resources to ensure timely resolution.- Document cases thoroughly in incident and knowledge management systems.- Follow case management best practices and internal guidelines.- Work cross-functionally with internal stakeholders to support the value of ThousandEyes support services.- Contribute to the development of internal knowledge base content and technical documentation.- Leverage tools and scripting knowledge to troubleshoot and support ThousandEyes products.- Actively contribute to team discussions and help maintain a collaborative culture.**Qualifications**:- A standout "customer first" attitude- Bachelor's degree in Computer Science, Electrical Engineering, or a related field (or equivalent experience)- 3-6 years of relevant technical experience- Strong knowledge in one technical area with broad understanding across ThousandEyes technologies- Familiarity with automation, programmability, and/or virtualization.- Ability to read technical documentation, specifications, and industry standards (e.g., RFCs)- Excellent communication and collaboration skills.- Ability to work effectively in ambiguous situations and escalate when needed.- Developing ability to guide or mentor junior team members.- Has local site-level impact; collaborates internally to achieve results.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 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.