Soporte técnico

Senior Escalation Engineering (ThousandEyes)

Cisco · Ciudad de México, Ciudad de México

Sitio de la empresa: cisco.com

Híbrido en Ciudad de México, Ciudad de México · Tiempo completo

HíbridoTiempo completoCierra el 29/11/2026

Descripción

Cisco México – Senior Escalation Engineering (ThousandEyes). Cisco 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 Responsibilities: Lead complex, high-impact customer investigations through chat, email, phone, and scheduled 24-hour support coverage so customers can 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.

Requisitos

Otros requisitos

Bachelor’s degree and 12 years experience in computer science / engineering / information technology / or a related technical field; Masters and 8 years related technical experience; PhD and 5 years of related technical experience · Indispensable5+ years of experience in technical support / network engineering / customer engineering / or site reliability · Indispensable3+ years of experience troubleshooting cloud services / software-as-a-service products / internet services / or enterprise applications using logs / monitoring data / network traces / or test environments · Indispensable2+ years of experience independently leading investigations of customer technical issues / including documenting findings / escalating issues in writing / and driving issues through resolution or documented handoff · IndispensableExperience troubleshooting at least three of the following: Domain Name System / web traffic using HTTP or HTTPS / Transmission Control Protocol/Internet Protocol / routing / proxy servers / authentication / or single sign-on · IndispensableExperience supporting a cloud-based monitoring / network / or digital experience productExperience writing automation scripts in Python / Java / or a comparable language / and using application programming interfaces to automate workflowsExperience administering Linux systems and using containers or virtual machinesCisco CCIE certification or another advanced networking or cloud certificationExperience writing customer-facing technical documentation and mentoring engineers across teams

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