Senior Escalation Engineering (ThousandEyes)
Core
Lead complex, high-impact customer investigations for a Digital Experience Assurance platform to diagnose service problems and restore service quickly.
Role type
Senior Customer Engineering / Technical Support Lead
Builds
Customer service restoration and product improvement feedback loops
Domain
Network Engineering / Digital Experience Assurance / Cloud Services
Deliverable
client delivery
Required skills
troubleshooting cloud services, network engineering, log analysis, monitoring data analysis, network trace analysis, incident investigation leadership, documentation, escalation coordination, automation scripting, Linux administration
Preferred skills
cloud-based monitoring product support, Python/Java scripting, API integration, container/virtual machine administration, advanced networking certifications, technical documentation, cross-team mentoring
Technologies
ThousandEyes, Cisco technology portfolio, Linux, containers, virtual machines, Python, Java, APIs
Responsibilities
Lead complex customer investigations via chat, email, phone, and 24-hour support coverage; identify root causes using logs, tests, and network data; coordinate escalations with Engineering and Product; create scripts, automation, and reusable documentation; mentor engineers and represent Customer Engineering in product reviews and customer meetings
Seniority
Senior, hands-on IC with mentorship responsibilities
