Senior Escalations Support Engineer

Jobright.ai; Washington (District of Columbia); On-site; USD 45,481 - 67,176; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

Jobright.ai, a trusted career platform, seeks a Senior Escalations Support Engineer to join their team. This role involves providing advanced technical expertise, creating technical documentation, and mentoring junior engineers. The ideal candidate will have significant experience in technical support and a strong customer-first attitude, with a Bachelor's degree in a related field. Benefits include competitive salary and comprehensive insurance packages.

Qualifications

• 5–8+ years of experience in technical support, engineering, or a related customer-facing role.
• Expertise in networking technologies and related fields.
• Experience with automation, orchestration, and virtualization.

Responsibilities

• Provide leadership in solving complex, high-impact customer issues.
• Create and deliver technical documentation and training materials.
• Guide and mentor junior engineers in their development.

Skills

Customer orientation

Technical expertise

Automation

Mentoring

Problem-solving skills

Education

Bachelor's degree in Computer Science or related field

Job description

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Job Summary:

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network. The Senior Escalations Support Engineer will provide advanced technical expertise to solve complex customer issues and will lead the creation of technical documentation while mentoring junior engineers.

Responsibilities:

• Provide advanced technical expertise and leadership in solving complex, high-impact customer issues.

• Lead the creation, refinement, and delivery of technical documentation, training materials, and knowledge content.

• Partner closely with Engineering and Product teams to address systemic product issues and influence roadmap decisions.

• Guide and mentor junior engineers, fostering technical growth and team development.

• Submit and manage effective escalations; coach others on how to engage with Engineering and Product teams.

• Utilize advanced software skills to configure, troubleshoot, or automate ThousandEyes product workflows.

• Drive serviceability, usability, and product improvement efforts through customer feedback and technical insights.

• Represent the support function in cross-functional meetings and customer engagements.

• Contribute proactively to digital transformation by creating scripts, automation tools, and reusable assets.

• Promote ThousandEyes' culture of collaboration, innovation, and technical excellence.

Qualifications:

Required:

• A standout 'customer first' attitude

• Bachelor's degree in Computer Science, Electrical Engineering, or a related field (or equivalent experience).

• 5–8+ years of experience in a technical support, engineering, or related customer-facing role.

• Expert in one or more technical domains; broad knowledge across ThousandEyes and networking technologies.

• Proficient in automation, programmability, orchestration, virtualization, and/or security.

• Reads and applies industry standards, RFCs, and architectural documents.

• Routinely mentors team members and drives team goals into actionable initiatives.

• Influences product development through trends analysis and cross-functional collaboration.

• Regional or global impact; regularly interacts with customers, leadership, and product teams.

• Leads original and creative initiatives that are critical to organizational success.

Preferred:

• certifications (e.g., CCIE) or equivalent advanced technical credentials preferred.

Company:

Cisco ThousandEyes empowers organizations to assure every digital experience across every network, everywhere, every time. Founded in 2010, the company is headquartered in San Francisco, California, USA, with a team of 1001-5000 employees. The company is currently Late Stage.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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