Senior Escalation Engineer - Investigations & Automation

Cisco Systems, Inc; Ciudad de México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Cisco ThousandEyes is a Digital Experience Assurance platform that helps organizations deliver flawless network experiences, even across assets they don’t own. Powered by AI and cloud telemetry, it enables IT teams to detect, diagnose, and remediate issues before end users are affected.

The Customer Engineering team works with Support, Engineering, Product, and customers to improve reliability. You will lead investigations, coordinate escalations, and create automation and docs to drive faster

Qualifications

• 5+ years of experience in technical support, network engineering, customer engineering, or site reliability.
• 3+ 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.
• 2+ 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.
• Experience troubleshooting at least three of: DNS, web traffic HTTP/HTTPS, TCP/IP, routing, proxy servers, authentication, or single sign-on.

Responsibilities

• Lead complex, high-impact customer investigations through chat, email, phone, and 24-hour support coverage to restore service quickly.
• Use logs, tests, and network data to identify likely causes when information is incomplete.
• Coordinate escalations with Engineering and Product, providing evidence and 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.

Skills

Investigations leadership

Customer engineering

Network troubleshooting

Cloud services troubleshooting

Documentation

Education

Bachelor’s degree in a technical field

Masters and 8 years related experience

PhD and 5 years related experience

Tools

Python scripting

Java scripting

APIs for automation

Linux systems

Containers/VMs

Cisco CCIE or equivalent

Job description

Cisco ThousandEyes is a Digital Experience Assurance platform that helps organizations deliver flawless network experiences, even across assets they don’t own. Powered by AI and cloud telemetry, it enables IT teams to detect, diagnose, and remediate issues before end users are affected.

The Customer Engineering team works with Support, Engineering, Product, and customers to improve reliability. You will lead investigations, coordinate escalations, and create automation and docs to drive faster