Network Support Engineer

ThousandEyes (part of Cisco); Ciudad de México; Presencial; MXN 917,000 - 1,285,000; Jornada completa

Descripción de la vacante

A leading digital experience platform is seeking a Customer Engineer in Mexico City. This role involves providing technical support for ThousandEyes products, collaborating with Engineering teams, and documenting issues effectively. The ideal candidate has a strong customer-first attitude and a relevant technical background. Bachelor's degree in a related field and 3-6 years of experience are required for this position.

Formación

• 3-6 years of relevant technical experience.
• Strong knowledge across ThousandEyes technologies.
• Ability to work in ambiguous situations.

Responsabilidades

• Provide answers to technical questions related to ThousandEyes products.
• Assist in creating and updating technical documentation.
• Collaborate with Engineering teams to resolve technical issues.

Conocimientos

Customer first attitude

Technical documentation reading

Excellent communication

Collaboration skills

Educación

Bachelor's degree in Computer Science, Electrical Engineering, or related field

Herramientas

Automation tools

Scripting knowledge

Descripción del empleo

Overview

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.

About The Role

We spend every day helping 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 empowers customers with ThousandEyes to ease their performance monitoring pains. The role is highly varied and requires the ability to make data-driven decisions, and draw conclusions based on incomplete information. We are looking for out-of-the-box thinkers who can complement and extend the already formidable talents of our Customer Enablement organization.

Note: Candidates located in Mexico City only.

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 values the perspectives and skills that emerge from employees with diverse backgrounds. We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary and will be kept confidential. This information will not be used in hiring decisions and may be used to measure outreach and diversity efforts in accordance with applicable laws.

As set forth in Cisco ThousandEyes’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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