Senior Network Support Engineer | ThousandEyes Federal

Senior Network Support Engineer

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver detailed digital experiences across every network—even the ones they don't own. Powered by AI and an unmatched set of cloud, internet, and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate network performance issues before they impact end-user experiences.

As a Senior Network Support Engineer, you will be the primary technical advocate for our customers. You will employ your deep networking expertise to analyze complex traffic patterns, diagnose routing anomalies, and deliver actionable insights. Whether you are troubleshooting BGP route leaks, analyzing packet captures, or optimizing end-to-end connectivity, you will be the "smoking gun" investigator that saves our customers hours of downtime.

Note: As part of this role, you will be responsible for maintaining services in a FedRAMP-compliant environment and must be a U.S. Person (U.S. citizen). This position may perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.

What You'll Do

• Provide expert-level support for complex network performance issues, including BGP, OSPF, DNS, TCP/IP, and application-layer connectivity.
• Lead the resolution of high-impact, critical network outages by performing deep-dive analysis of telemetry data and packet captures.
• Partner with Engineering and Product teams to translate customer network challenges into product improvements and roadmap features.
• Act as a technical subject matter expert (SME) to mentor junior engineers on advanced network diagnostics and troubleshooting methodologies.
• Use Python or other automation tools to streamline troubleshooting workflows and improve serviceability.
• Create high-quality user documentation, white papers, and training materials that help customers understand complex network behaviors.
• Represent the support organization in high-stakes customer engagements and internal product strategy meetings.

Qualifications

• 5–8+ years in a senior network support, network engineering, or technical operations role.
• Bachelor's degree in Computer Science, Electrical Engineering, or a related field (or equivalent practical experience).
• A "customer-first" attitude with a passion for solving the "unsolvable" network problems.
• Deep understanding of networking protocols (BGP, MPLS, VPN, DNS, TLS).
• Expert-level certifications (e.g., CCIE, CCNP, or equivalent) are highly preferred.
• Demonstrable ability to interpret complex data sets, logs, and packet captures to drive data-driven decisions.
• Proficiency in scripting (Python, Bash) or network programmability (APIs, Ansible, Terraform) to automate diagnostic tasks.
• Exceptional ability to explain complex technical concepts to both technical and non-technical stakeholders.