Senior Escalation Engineering (ThousandEyes)

Cisco
Mexico City, Pune, Bengaluru
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Mentorship","Stakeholder management","Analytical thinking","Problem-solving","Communication"]

Lead complex customer investigations for ThousandEyes, working through chat, email, phone, and 24-hour support coverage to restore service quickly. Analyze logs, tests, network data, and product behavior to find causes and coordinate escalations with Engineering and Product using clear evidence. Build scripts, automation, and reusable documentation to improve resolution consistency, mentor engineers, and represent Customer Engineering in product reviews and customer meetings.

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FursaFursa
Cisco
Cisco
1 day ago

Senior Escalation Engineering (ThousandEyes)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead complex customer investigations for ThousandEyes, working through chat, email, phone, and 24-hour support coverage to restore service quickly. Analyze logs, tests, network data, and product behavior to find causes and coordinate escalations with Engineering and Product using clear evidence. Build scripts, automation, and reusable documentation to improve resolution consistency, mentor engineers, and represent Customer Engineering in product reviews and customer meetings.
Location: Mexico City, Pune, Bengaluru
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Lead complex, high-impact customer investigations through chat, email, phone, and scheduled 24-hour support coverage to restore service quickly.
  • •Use logs, tests, network data, and product behavior to identify likely causes when information is incomplete.
  • •Coordinate escalations with Engineering and Product, providing clear evidence and recommended next steps to drive timely fixes.
  • •Create scripts, automation, and reusable documentation to reduce repeated work and improve resolution consistency.
  • •Mentor engineers and represent Customer Engineering in product reviews and customer meetings to improve support quality and product usability.

Key Requirements

  • •Bachelor’s degree with 12 years of experience in computer science, engineering, information technology, or a related technical field; or alternative advanced-degree experience (Master’s/PhD).
  • •5+ years of experience in technical support, network engineering, customer engineering, or site reliability.
  • •3+ years troubleshooting cloud services, SaaS, internet services, or enterprise applications using logs, monitoring data, network traces, or test environments.
  • •2+ years independently leading investigations, documenting findings, escalating in writing, and driving resolution or documented handoff.
  • •Experience troubleshooting at least three of: DNS, HTTP/HTTPS traffic, TCP/IP, routing, proxy servers, authentication, or single sign-on.
Experience:Cloud servicesSaaSInternet servicesEnterprise applications
Education:Bachelor's
Skills:MentorshipStakeholder managementAnalytical thinkingProblem-solvingCommunication
Certifications:Cisco CCIE
Tech Stack:PythonJavaAPIsLinuxContainersVirtual machinesDNSHTTPHTTPSTCP/IPRoutingProxy serversAuthenticationSingle sign-onLogsMonitoring dataNetwork traces

Company Brief

Cisco
Global technology company that designs, manufactures, and sells networking hardware, telecommunications equipment, and high-technology services and products for enterprises, service providers, and governments worldwide.
Industry: Networking Equipment
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 1984
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