.Who We AreCisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless 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 issues – before they impact end-user experiences.ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco's leading Networking, Security, Collaboration, and Observability portfolios.We are looking for candidates who are already based in Mexico or Mexico City About The RoleWe're all familiar with the technology, but have you ever wondered how the Internet actually works? At ThousandEyes, we spend every day working to help customers understand the gotchas of Internet-based service delivery: how to identify problems, how to resolve, and how to avoid them in the future. Our Customer Engineering team is tasked with empowering our customers with ThousandEyes to ease their performance monitoring pains. If you enjoy variety in job responsibilities, this is the job for you. A day may involve helping a customer identify network loss in an undersea cable, diagnose the cause of a route leak impacting significant portions of internet traffic, scripting an approach to monitoring a website's login flow, spinning up a lab environment to reproduce a strange set of behaviors seen in a customer's environment, saving a company hours of bridge time during a significant outage impacting their infrastructure by finding the smoking-gun in a network outage, or simply helping someone understand the way that our applications work. The job is highly variable and requires both the ability to make data-driven decisions, and draw conclusions based on incomplete information. We're looking for out-of-the-box thinkers who can complement and extend the already formidable talents of our Customer Enablement organization. What You'll DoTimely interaction with customers and internal teams requesting support via online-chat, email and phoneTake ownership of technical issues, working with cross-functional teams to document problem definition, troubleshooting procedures, and resolution stepsTake ownership of customer support forum and keep information current on best practices with ThousandEyesActive participation in 24x7 Support Coverage modelIdentify process & workflows ripe for improvement or automationQualificationsA standout "customer first" attitudeBachelor's degree in Computer Science or a related field, or equivalent working experienceAt least 5-7 years working in a customer-facing roleFirm grasp of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc
