jobright.com
Senior Escalations Support Engineer
jobright.com, Washington, District of Columbia, us, 20022
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Senior Escalations Support Engineer
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Senior Escalations Support Engineer
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Jobright.ai Get AI-powered advice on this job and more exclusive features. Jobright is an AI-powered career platform that helps job seekers discover the top opportunities in the US. We are NOT a staffing agency. Jobright does not hire directly for these positions. We connect you with verified openings from employers you can trust. 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). 58+ 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
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Mid-Senior level Employment type
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Software Development Referrals increase your chances of interviewing at Jobright.ai by 2x Inferred from the description for this job
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Technical Support Engineer - Future Opportunities - Columbia MD/Hybrid
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Washington, DC $95,000.00-$110,000.00 2 days ago Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
Senior Escalations Support Engineer
role at
Jobright.ai 2 days ago Be among the first 25 applicants Join to apply for the
Senior Escalations Support Engineer
role at
Jobright.ai Get AI-powered advice on this job and more exclusive features. Jobright is an AI-powered career platform that helps job seekers discover the top opportunities in the US. We are NOT a staffing agency. Jobright does not hire directly for these positions. We connect you with verified openings from employers you can trust. 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). 58+ 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 Referrals increase your chances of interviewing at Jobright.ai by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Get notified when a new job is posted. Sign in to set job alerts for Support Engineer roles.
Washington, DC $45,481.00-$67,176.00 1 week ago Arlington, VA $70,500.00-$88,100.00 2 weeks ago Data Center Technician, Global Server Operations
Reston, VA $73,500.00-$103,000.00 2 weeks ago District of Columbia, United States $70,000.00-$100,000.00 1 week ago Herndon, VA $75,000.00-$82,000.00 2 weeks ago Data Center Technician, Global Server Ops, Metro, Operations
Reston, VA $73,500.00-$103,000.00 2 weeks ago Washington, DC $115,000.00-$130,000.00 6 days ago District of Columbia, United States 1 week ago Sr. Technical Support Engineer, US Government, VM Specialist
Washington, DC $108,979.00-$147,443.00 1 day ago Columbia, MD $55,000.00-$70,000.00 1 week ago Washington DC-Baltimore Area $100,000.00-$125,000.00 19 hours ago Washington, DC $90,300.00-$140,000.00 1 day ago District of Columbia, United States $42,700.00-$66,600.00 1 day ago Senior Technical Support Engineer, US Government, XSIAM
Technical Support Engineer - Future Opportunities - Columbia MD/Hybrid
Technical Support Engineer (Hybrid/Columbia MD)
Reston, VA $75,000.00-$80,000.00 1 week ago Jr. NETWORK ENGINEER- Fairfax,VA (Candidate W2)
Columbia, MD $80,000.00-$85,000.00 3 weeks ago Application Programmer & Support Technician
Washington, DC $95,000.00-$110,000.00 2 days ago Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr