Senior Escalation Engineer — Digital Experience Reliability

Cisco Systems, Inc; Ciudad de México; On-site; MXN 1,000,000 - 1,600,000; Full time

Job summary

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across networks, even the ones they don’t own. We leverage AI and cloud telemetry data to detect and remediate issues before end users are affected.

The Customer Engineering team helps customers diagnose service problems, use ThousandEyes effectively, and improve digital experience reliability.

Qualifications

• Bachelor’s degree and 12+ years in computer science or related field.
• 5+ years in technical support, network engineering, or site reliability.
• 3+ years leading investigations of customer technical issues and driving resolutions.
• Experience troubleshooting DNS, HTTP/HTTPS, TCP/IP, routing, proxies, authentication.

Responsibilities

• Lead complex customer investigations via chat, email, phone, and 24/7 coverage to restore service quickly.
• Use logs, network data, and product behavior to identify root causes when information is incomplete.
• Coordinate escalations with Engineering and Product and provide recommended steps for fixes.
• Create scripts and documentation to reduce repeated work and improve resolution consistency.
• Mentor engineers and represent Customer Engineering in product reviews and customer meetings.

Skills

Investigation leadership

Diagnostics using logs and network

Customer engineering

Documentation writing

Education

Bachelor's degree

Master's degree

PhD

Tools

Linux systems

Containers/VMs

Python

Java

Job description

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across networks, even the ones they don’t own. We leverage AI and cloud telemetry data to detect and remediate issues before end users are affected.

The Customer Engineering team helps customers diagnose service problems, use ThousandEyes effectively, and improve digital experience reliability.