ThousandEyes is hiring a
Network Support Engineer

Summary

The job is for a Customer Engineering role at ThousandEyes, a company acquired by Cisco Systems. The role involves helping customers understand and resolve issues related to their network performance monitoring. The position requires candidates based in Mexico or Mexico City.

Requirements

• A standout 'customer first' attitude
• Bachelor’s degree in Computer Science or a related field, or equivalent working experience
• At least 2 year working in a customer-facing role
• Firm grasp of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc. )
• Experience with Cloud/SaaS software products is highly desirable
• Familiar with core networking principles - TCP/IP, DNS, web technologies, proxies and VoIP
• Working knowledge of virtualization technology - containers, virtualBox, VMware, HyperV, Xen
• Working knowledge in security - authentication, permissions, SSO
• Knowledge of one computer languages and programming (Java, Python, XML, RESTAPI) frameworks 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

Responsibilities

• Timely interaction with customers and internal teams requesting support via online-chat, email and phone
• Take ownership of technical issues, working with cross-functional teams to document problem definition, troubleshooting procedures, and resolution steps
• Take ownership of customer support forum and keep information current on best practices with ThousandEyes
• Active participation in 24x7 Support Coverage model
• Identify process & workflows ripe for improvement or automation

Preferred Qualifications

Cisco/Juniper certification