Network Support Engineer - Federal

About the position

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 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. 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. As part of this role, you will also be responsible for maintaining services in a FedRAMP compliant environment, therefore, must be a U.S. Person (i.e. U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee). This position may also perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.

Responsibilities

• 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

Requirements

• 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
• Firm grasp of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc.)
• Experience with Cloud/SaaS software products is highly desirable
• Familiar with core networking principles - TCP/IP, DNS, web technologies, proxies and VoIP
• Working knowledge of virtualization technology - containers, virtualBox, VMware, HyperV, Xen
• Working knowledge in security - authentication, permissions, SSO
• Knowledge of one computer languages and programming (Java, Python, XML, RESTAPI) frameworks desirable
• Experience with the administration of Linux based Operations Systems a plus
• 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

Benefits

• Quality medical, dental and vision insurance
• 401(k) plan with a Cisco matching contribution
• Short and long-term disability coverage
• Basic life insurance
• Numerous wellbeing offerings
• Up to twelve paid holidays per calendar year, including one floating holiday and a day off for their birthday
• Non-Exempt new hires accrue up to 16 days of vacation time off each year
• Exempt new hires participate in Cisco’s flexible Vacation Time Off policy
• Sick Time Off provided on hire date and annually
• Paid time away to deal with critical or emergency issues
• Additional paid time to volunteer and give back to the community