Network Support Engineer

Summary

Join Cisco ThousandEyes' Customer Engineering team and help customers understand and resolve internet-based service delivery challenges. You will interact with customers via various channels, troubleshoot network issues, and contribute to a 24/7 support model. This role requires a strong customer-first attitude, networking expertise, and problem-solving skills. A diverse range of daily tasks ensures variety and challenges your abilities. You will also maintain services in a FedRAMP compliant environment and must be a U.S. Person. Cisco offers competitive compensation and benefits, including health insurance, retirement plan, paid time off, and performance-based incentives.

Requirements

• A standout "customer first" attitude
• Bachelor’s degree in Computer Science or a related field, or equivalent working experience
• At least 3-5 years working in a customer-facing role
• Firm grasp of network and application protocols
• 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
• 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
• Must be a U.S. Person

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
• Maintain services in a FedRAMP compliant environment

Preferred Qualifications

• Cisco/Juniper certification (CCNA/DEVNET/JNCP, etc.)
• Experience with Cloud/SaaS software products
• Knowledge of one computer languages and programming (Java, Python, XML, RESTAPI) frameworks
• Experience with the administration of Linux based Operations Systems
• Experience in technical writing

Benefits

• Quality medical, dental and vision insurance
• 401(k) plan with a Cisco matching contribution
• Short and long-term disability coverage
• Basic life insurance
• Numerous wellbeing offerings
• Up to twelve paid holidays per calendar year, which includes one floating holiday (for non-exempt employees), plus a day off for their birthday
• Non-Exempt new hires accrue up to 16 days of vacation time off each year, at a rate of 4.92 hours per pay period
• Exempt new hires participate in Cisco’s flexible Vacation Time Off policy
• All new hires are eligible for Sick Time Off subject to Cisco’s Sick Time Off Policy and will have eighty (80) hours of sick time off provided on their hire date and on January 1st of each year thereafter
• Up to 80 hours of unused sick time will be carried forward from one calendar year to the next such that the maximum number of sick time hours an employee may have available is 160 hours
• All employees also have access to paid time away to deal with critical or emergency issues
• Additional paid time to volunteer and give back to the community
• Performance-based incentive pay on top of base salary for employees on sales plans