Cisco ThousandEyes 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.
The Customer Engineering team helps customers diagnose service problems, use ThousandEyes effectively, and improve digital experience reliability. We work across Support, Engineering, Product, and customer teams, so our findings can improve both individual outcomes and the product itself. The team is collaborative, technically curious, and energized by solving new problems.
Your ImpactLead complex, high-impact customer investigations through chat, email, phone, and scheduled 24-hour support coverage so customers can restore service quickly. Use logs, tests, network data, and product behavior to identify likely causes when information is incomplete. Coordinate escalations with Engineering and Product, providing clear evidence and recommended 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 to improve support quality and product usability.
Minimum Qualifications- Bachelor’s degree and 12 years experience in computer science, engineering, information technology, or a related technical field; Masters and 8 years related technical experience; PhD and 5 years of related technical experience
- 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 the following: Domain Name System, web traffic using HTTP or HTTPS, Transmission Control Protocol/Internet Protocol, routing, proxy servers, authentication, or single sign-on.
- Experience supporting a cloud-based monitoring, network, or digital experience product.
- Experience writing automation scripts in Python, Java, or a comparable language, and using application programming interfaces to automate workflows.
- Experience administering Linux systems and using containers or virtual machines.
- Cisco CCIE certification or another advanced networking or cloud certification.
- Experience writing customer-facing technical documentation and mentoring engineers across teams.
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.
Skills Required
- Bachelor's degree and 12 years of experience in computer science, engineering, information technology, or a related technical field; alternatively, a master's degree and 8 years of experience or a PhD and 5 years of experience
- At least 5 years of experience in technical support, network engineering, customer engineering, or site reliability
- At least 3 years of experience troubleshooting cloud services, SaaS products, internet services, or enterprise applications using logs, monitoring data, network traces, or test environments
- At least 2 years of experience independently leading investigations of customer technical issues, documenting findings, escalating issues in writing, and driving issues through resolution or handoff
- Experience troubleshooting at least three of DNS, HTTP or HTTPS web traffic, TCP/IP, routing, proxy servers, authentication, or single sign-on
- Experience supporting a cloud-based monitoring, network, or digital experience product
- Experience writing automation scripts in Python, Java, or a comparable language and using APIs to automate workflows
- Experience administering Linux systems and using containers or virtual machines
- Cisco CCIE certification or another advanced networking or cloud certification
- Experience writing customer-facing technical documentation and mentoring engineers across teams
Cisco Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cisco and has not been reviewed or approved by Cisco.
-
Healthcare Strength — Health coverage is described as broad, with medical options including PPOs, high-deductible plans, and regional HMOs. Feedback suggests robust wellness and mental-health resources, with some locations offering on-site support and second medical opinions.
-
Leave & Time Off Breadth — Time off is highlighted through paid holidays, paid time off, and additional recharge days such as “Days for Me,” with generous volunteer time also mentioned. Feedback suggests these programs help support rest, volunteering, and critical life events.
-
Parental & Family Support — Parental and family support appears extensive, including paid child-bonding leave, family medical leave, and caregiving resources. Observations also point to family-planning assistance and adoption or surrogacy support in some regions.
Cisco Insights
What We Do
Cisco (NASDAQ: CSCO) enables people to make powerful connections--whether in business, education, philanthropy, or creativity. Cisco hardware, software, and service offerings are used to create the Internet solutions that make networks possible--providing easy access to information anywhere, at any time. Cisco was founded in 1984 by a small group of computer scientists from Stanford University. Since the company's inception, Cisco engineers have been leaders in the development of Internet Protocol (IP)-based networking technologies. Today, with more than 71,000 employees worldwide, this tradition of innovation continues with industry-leading products and solutions in the company's core development areas of routing and switching, as well as in advanced technologies such as home networking, IP telephony, optical networking, security, storage area networking, and wireless technology. In addition to its products, Cisco provides a broad range of service offerings, including technical support and advanced services. Cisco sells its products and services, both directly through its own sales force as well as through its channel partners, to large enterprises, commercial businesses, service providers, and consumers.
