Senior Network Support Engineer Thousandeyes Mexico

Cisco Systems; Xico; Presencial; MXN 1,093,000 - 1,458,000; Jornada completa

Descripción de la vacante

A global technology firm located in Veracruz is looking for a dedicated member to enhance customer support with technical expertise. The role entails troubleshooting customer issues, maintaining support documentation, and ensuring high-quality service delivery. Candidates should have a Bachelor's degree, experience in a customer-facing role, and familiarity with networking principles and virtualization technologies. Strong communication skills and a customer-centered attitude are essential for the position.

Servicios

Paid Time Off (PTO) up to 20 days

401(k) plan with matching contribution

Access to medical and dental insurance

Formación

• 5-7 years in a customer-facing role, preferably with Cloud/SaaS products.
• Familiarity with core networking principles.
• Ability to prioritize and complete tasks in a timely manner.

Responsabilidades

• Document problem definitions and resolution steps.
• Maintain customer support forum with current best practices.
• Participate in a 24x7 support coverage model.

Conocimientos

Customer first attitude

Troubleshooting skills

Communication to technical/non-technical users

Educación

Bachelor's degree in Computer Science or related field

Herramientas

Linux-based operating systems

Virtualization technology

Networking principles (TCP/IP, DNS, etc.)

Descripción del empleo

About the Company

The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of viewpoints.

As the world continues its digital transformation and relies more on cloud services and the Internet, the "network," which is now both public and private, has become a black box our customers cannot see or understand.

In August, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within the Cisco Networking Business Group and is the Network Assurance solution for Cisco across the Cisco Networking Cloud and Cisco Security Cloud.

ThousandEyes is also a foundational component of Cisco's growing Full-Stack Observability ("FSO") business.

About the Role

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 them, 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.

What You’ll Do

• Take ownership of technical issues, working with cross‑functional teams to document problem definition, troubleshooting procedures, and resolution steps.
• Take ownership of the customer support forum and keep information current on best practices with ThousandEyes.
• Active participation in a 24x7 support coverage model.
• Identify processes & workflows ripe for improvement or automation.

Qualifications

• A standout "customer first" attitude.
• Bachelor's degree in Computer Science or a related field, or equivalent work experience.
• At least 5‑7 years working in a customer‑facing role. 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 or more programming languages/frameworks (Java, Python, XML, RESTAPI) is desirable.
• Experience with the administration of Linux‑based operating systems is a plus.
• Experience in technical writing is a plus.
• Ability to prioritize and complete tasks in a timely fashion.
• Ability to communicate clearly and concisely to technical and non‑technical users.
• Proven troubleshooting and problem‑solving skills.

EEO Statement

Cisco is an affirmative action and equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case‑by‑case basis, qualified applicants with arrest and conviction records.

Benefits

U.S. employees have access to quality medical, dental, and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long‑term disability coverage, basic life insurance, and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday plus a day off for their birthday.

Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO.

We offer additional paid time to volunteer and give back to the community.

Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance‑based incentive pay on top of their base salary, which is split between quota and non‑quota components.

For quota‑based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota.
• 1.5% of incentive target for each 1% of attainment between 50% and 75%.
• 1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non‑quota‑based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target.

Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.