# Senior Technical Support Engineer

**Company**: Cisco
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Bangalore-India/Technical-Consulting-Engineer_2024309?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_473a2b41-f36

## Description

ThousandEyes, a Cisco company, is seeking a Senior Technical Support Engineer to join our Customer Engineering Support team. As a Senior Technical Support Engineer, you will provide advanced technical expertise and leadership in solving complex, high-impact customer issues. You will lead the creation, refinement, and delivery of technical documentation, training materials, and knowledge content. You will partner closely with Engineering and Product teams to address systemic product issues and influence roadmap decisions. You will guide and mentor junior engineers, fostering technical growth and team development.

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 critical issues, coach others on how to engage with Engineering and Product teams

- Use advanced software skills to configure, troubleshoot, or automate ThousandEyes product workflow

- 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

- Timely interaction with customers and internal teams requesting support via online-chat, email and phone

- Active participation in 24x7 Support Coverage model

Qualifications:

- A standout "customer first" attitude

- Bachelor’s degree in Computer Science, 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 advance technical credentials preferred

- Experience with Cloud/SaaS software products is highly desirable

- Familiar with core networking principles - TCP/IP, DNS, web technologies, proxies and VoIP

- Experienced knowledge of virtualization technology - containers, virtualBox, VMware, HyperV, Xen

- Experience in security - authentication, permissions, SSO

- Knowledge of one computer languages and programming (Java, Python, XML, RESTAPI) frameworks are desirable

- Experience with the administration of Linux based Operations Systems a plus

- Experience in technical writing is a plus

- Ability to prioritize & complete tasks in a timely fashion

- Ability to communicate clearly and concisely to technical and non-technical users

- Proven troubleshooting and problem-solving skills

- 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

- 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 organization success

## Skills

### Required
- Cloud/SaaS software products
- core networking principles
- virtualization technology
- security
- programming languages

### Nice to have
- expert-level certifications
- technical writing
- administration of Linux based Operations Systems

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Source: [Apply at cisco.wd5.myworkdayjobs.com](https://cisco.wd5.myworkdayjobs.com/en-US/Cisco_Careers/job/Bangalore-India/Technical-Consulting-Engineer_2024309?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)