Description
You will serve as a primary technical point of contact, driving customer value through proactive engagement and complex problem resolution.
Responsibilities:
- Resolve complex technical issues by performing deep-dive troubleshooting across network, application, and cloud service provider environments.
- Lead cross-functional collaboration with internal engineering teams to document problem definitions, troubleshooting procedures, and resolution steps.
- Drive continuous improvement by identifying workflows ripe for automation and contributing to the ThousandEyes customer support forum.
- Participate in a 24x7 support coverage model to ensure high availability and responsiveness for global customers.
Minimum Qualifications:
- Bachelor’s degree in Computer Science, Engineering, or a related field, or 4 years of equivalent professional experience in a technical support or engineering role.
- Proven experience working in a customer-facing technical support organization.
- Demonstrated expert understanding of network and application protocols (e.g., TCP/IP, DNS, HTTP/S, BGP).
- Hands-on experience with Linux-based operating systems, including administration, troubleshooting, and performance tuning.
- Proven experience managing technical issues in cloud-based or SaaS environments, including container orchestration (e.g., Kubernetes, Docker) and virtualization (e.g., KVM, VMware).
Preferred Qualifications:
- Professional certifications such as CCNA, CCNP, CCIE, or DevNet.
- Proficiency in at least one scripting language, such as Python or JavaScript, for automation and data analysis.
- Experience with infrastructure-as-code tools such as Ansible or Terraform.
- Demonstrated ability to communicate complex technical concepts clearly to both technical and non-technical stakeholders.
- Strong understanding of security, authentication, and SSO protocols within enterprise environments.