Senior Escalations Support Engineer
jobright.com
Join to apply for the Senior Escalations Support Engineer role at Jobright.ai 2 days ago Be among the first 25 applicants Join to apply for the Senior Escalations Support Engineer role at Jobright.ai Get AI-powered advice on this job and more exclusive features. Jobright is an AI-powered career platform that helps job seekers discover the top opportunities in the US. We are NOT a staffing agency. Jobright does not hire directly for these positions. We connect you with verified openings from employers you can trust. Job Summary: Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network. The Senior Escalations Support Engineer will provide advanced technical expertise to solve complex customer issues and will lead the creation of technical documentation while mentoring junior engineers. 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 escalations; coach others on how to engage with Engineering and Product teams.
- Utilize advanced software skills to configure, troubleshoot, or automate ThousandEyes product workflows.
- 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.
- A standout 'customer first' attitude
- Bachelor's degree in Computer Science, Electrical Engineering, or a related field (or equivalent experience).
- 5–8+ years of experience in a technical support, engineering, or related customer-facing role.
- 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.
- Routinely 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 organizational success.
Vacancy posted 1 day ago
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