Senior Network Support Engineer | ThousandEyes

Cisco; Región Centro; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Cisco is seeking a highly skilled Customer Engineering professional to join our team in Mexico. You will diagnose complex network issues across global enterprise clients and collaborate with product engineering and customer success to shape our platform's evolution.

You will drive stability, performance, and reliability of the network infrastructure, developing robust troubleshooting documentation and advanced diagnostics while meeting demanding SLAs and MTTR targets.

Formación

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• 5 years of professional experience in technical support, engineering, or a customer-facing technical role.
• Proficiency in core networking principles including TCP/IP, DNS, and web technologies.
• Experience managing or troubleshooting cloud-based SaaS software products in production.
• Unix/Linux based systems knowledge and programming (e.g., Python, Java).
• Experience with automation, programmability, and virtualization (containers, VMware).

Responsabilidades

• Drive stability and performance of global network infrastructure for enterprise customers.
• Orchestrate end-to-end lifecycle of network support initiatives for seamless service delivery.
• Develop robust troubleshooting documentation and advanced diagnostic tools.
• Improve network reliability by meeting aggressive SLAs and reducing MTTR.
• Provide data-driven insights to sustain operational excellence across teams.

Conocimientos

TCP/IP networking

DNS

Web technologies

Linux

Python

Java

Containers

VMware

Educación

Bachelor’s degree in Computer Science, Engineering, or related field

Herramientas

VMware

Descripción del empleo

Meet the Team

Our Customer Engineering team serves as the technical heartbeat of ThousandEyes, acting as the primary experts who diagnose and resolve complex network performance issues for our global enterprise clients. You will sit at the intersection of product engineering and customer success, providing critical insights that directly shape the evolution of our platform. Our team is a diverse, highly collaborative group of engineers who value deep technical curiosity and a proactive approach to solving the most challenging internet-visibility puzzles. We are incredibly excited to welcome a new member who is eager to redefine how companies monitor their digital experience and help us maintain our reputation for operational excellence.

Your Impact

Drive the stability and performance of our global network infrastructure by proactively identifying and resolving complex connectivity challenges for our enterprise customers. Orchestrate the end-to-end lifecycle of network support initiatives to ensure seamless service delivery and high customer satisfaction. Elevate the internal support ecosystem through the development of robust troubleshooting documentation and advanced diagnostic tools that simplify complex workflows. Transform network reliability by consistently meeting aggressive service-level agreements and reducing mean-time-to-resolution for critical incidents. Empower our technical teams to maintain superior operational standards through data-driven performance metrics and continuous process improvement.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• 5 years of professional experience in technical support, engineering, or a customer-facing technical role.
• Demonstrated proficiency in core networking principles, including TCP/IP, DNS, and web technologies.
• Proven experience managing or troubleshooting cloud-based SaaS software products in a production environment.
• Working knowledge of Linux-based operating systems and at least one programming language (e.g., Python, Java).
• Advanced proficiency in automation, programmability, and virtualization technologies (e.g., containers, VMware).

Preferred Qualifications

• Possession of expert-level industry certifications, such as CCIE or equivalent advanced technical credentials.
• Demonstrated ability to lead cross-functional initiatives and foster a collaborative, "customer-first" work environment.
• Proven track record of strategic problem-solving, with the capacity to navigate complex technical challenges in high-pressure situations.
• Exceptional communication skills with the ability to translate complex technical concepts for both technical and non-technical stakeholders

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.