Senior Network Support Engineer | ThousandEyes FedRamp

Cisco Systems, Inc.; Austin (TX); Remote; USD 112,000 - 150,000; Full time

Job summary

A leading company in digital experience assurance seeks a Customer Engineer in Austin. The role involves problem-solving, mentorship, and collaborating with engineering teams to enhance customer network performance. Ideal candidates have a tech background and include customer-oriented and innovative thinkers. Cisco emphasizes diverse backgrounds and encourages all qualified candidates to apply.

Benefits

Medical, dental, and vision insurance

401(k) plan with matching contribution

Up to 12 paid holidays per year

Flexible vacation policy

Sick time off and volunteer paid time

Qualifications

• 5–8+ years of experience in a technical support or engineering role.
• Expert-level certifications (e.g., CCIE) preferred.
• Proficient in automation, programmability, orchestration, and security.

Responsibilities

• Provide advanced technical expertise in solving complex customer issues.
• Lead creation of technical documentation and training materials.
• Guide and mentor junior engineers to foster technical growth.

Skills

Customer first attitude

Advanced technical expertise

Data-driven decision making

Mentoring

Automation and programmability

Networking technologies knowledge

Education

Bachelor's degree in Computer Science, Electrical Engineering, or related field

Job description

Location:

Offsite, Austin, Texas, US

Area of Interest

Customer Experience

Compensation Range

112000 USD - 149900 USD

Job Type

Professional

Big Data, Analytics, Cloud and Data Center, Internet of Everything, Networking, Service Provider

Job Id

1438203

Who We Are

Cisco T housandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network – even the ones they don’t own. Powered by AI and an unmatched set of cloud, internet and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate issues – before they impact end- user experiences.

ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco’s leading Networking, Security, Collaboration, and Observability portfolios.

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, 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.

If you enjoy variety in job responsibilities, this is the job for you. A day may involve helping a customer identify network loss in an undersea cable, diagnose the cause of a route leak impacting significant portions of internet traffic, scripting an approach to monitoring a website's login flow, spinning up a lab environment to reproduce a strange set of behaviors seen in a customer's environment, saving a company hours of bridge time during a significant outage impacting their infrastructure by finding the smoking-gun in a network outage, or simply helping someone understand the way that our applications work. The job is highly variable and requires both the ability to make data-driven decisions, and draw conclusions based on incomplete information. We're looking for out-of-the-box thinkers who can complement and extend the already formidable talents of our Customer Enablement organization.

As part of this role, you will also be responsible for maintaining services in a FedRAMP compliant environment, therefore, must be a U.S. Person (i.e. U.S. citizen). This position may also perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.

What You’ll Do

• 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

• 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-level certifications (e.g., CCIE) or equivalent advanced technical credentials preferred
• Expert in one or more technical domains; broad knowledge across 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 customer, leadership, and product teams
• Leads original and creative initiatives that are critical to organizational success

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact. We encourage you to apply even if you do not believe you meet every single qualification . Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

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.

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees haveaccess 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 (for non-exempt employees), plus a day off for their birthday. Non-Exempt new hires accrue up to 16 days ofvacation time off each year, at a rate of 4.92 hours per pay period. Exempt new hires participate in Cisco’s flexible Vacation Time Offpolicy, which does not place a defined limit on how much vacation time eligible employees may use, but is subject to availability and some business limitations. All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter. Up to 80 hours ofunused sick timewill be carried forwardfrom one calendar yearto the nextsuch that the maximum number of sick time hours an employee may have available is160 hours. Employees in Illinois have a unique time off program designed specifically with local requirements in mind. All employees also have access to paid time away to deal with critical or emergency issues. We offer additional paid time to volunteer and give back to the community.

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.

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