Senior Escalation Engineer, ThousandEyes

🔥 1 minute ago

🌐 Mexico, India – Remote

🇲🇽 Mexico – Remote 🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

👷🏻‍♀️ Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cisco

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

🔧 Hardware

🔐 Security

🏢 Enterprise

Hardware • Security • Enterprise

Cisco is a multinational technology company that provides networking hardware, software, and services to enterprises, service providers, and governments. It builds routers, switches, optical transceivers, programmable silicon, and edge computing platforms, and offers security, collaboration (Webex), observability, and AI-enabled software and support services to help organizations design, operate, and secure large-scale networks and data centers. Cisco also delivers professional services, training, and cloud-managed solutions to support digital transformation and AI-ready infrastructure.

📋 Description

• Lead complex, high-impact customer investigations through chat, email, phone, and scheduled 24-hour support coverage • Use logs, tests, network data, and product behavior to identify likely causes when information is incomplete • Coordinate escalations with Engineering and Product, providing clear evidence and recommended next steps to drive timely fixes • Create scripts, automation, and reusable documentation to reduce repeated work and improve resolution consistency • Mentor engineers and represent Customer Engineering in product reviews and customer meetings to improve support quality and product usability

🎯 Requirements

• Bachelor’s degree and 12 years experience in computer science, engineering, information technology, or a related technical field; Masters and 8 years related technical experience; PhD and 5 years of related technical experience • 5+ years of experience in technical support, network engineering, customer engineering, or site reliability • 3+ years of experience troubleshooting cloud services, software-as-a-service products, internet services, or enterprise applications using logs, monitoring data, network traces, or test environments • 2+ years of experience independently leading investigations of customer technical issues, including documenting findings, escalating issues in writing, and driving issues through resolution or documented handoff • Experience troubleshooting at least three of the following: Domain Name System, web traffic using HTTP or HTTPS, Transmission Control Protocol/Internet Protocol, routing, proxy servers, authentication, or single sign-on • Experience supporting a cloud-based monitoring, network, or digital experience product • Experience writing automation scripts in Python, Java, or a comparable language, and using application programming interfaces to automate workflows • Experience administering Linux systems and using containers or virtual machines • Cisco CCIE certification or another advanced networking or cloud certification • Experience writing customer-facing technical documentation and mentoring engineers across teams

🏖️ Benefits

• Opportunities to grow and build on a global scale • Worldwide network of doers and experts • Collaborative team environment