Key skills
CloudDNSJavaLinuxPythonTCP/IPVMwareVoIPSSOSaaSLeadershipCollaboration
About this role
Role Overview
- 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 workflow
- 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
- Timely interaction with customers and internal teams requesting support via online-chat, email and phone
- Active participation in 24x7 Support Coverage model
Requirements
- Bachelor’s degree in Computer Science, or a related field (or equivalent experience)
- 5-8 + years of experience in a technical support, engineering, or related customer-facing role
- Expert-level certifications (e.g. CCIE) or equivalent advance technical credentials preferred
- Experience with Cloud/SaaS software products is highly desirable
- Familiar with core networking principles
- TCP/IP, DNS, web technologies, proxies and VoIP
- Working knowledge of virtualization technology
- containers, virtualBox, VMware, HyperV, Xen
- Working knowledge in security
- authentication, permissions, SSO
- Knowledge of one computer languages and programming (Java, Python, XML, RESTAPI) frameworks desirable
- Experience with the administration of Linux based Operations Systems a plus
- Experience in technical writing is a plus
- Ability to prioritize & complete tasks in a timely fashion
- Ability to communicate clearly and concisely to technical and non-technical users
- Proven troubleshooting and problem-solving skills
- 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
- 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 organization success
Tech Stack
- Cloud
- DNS
- Java
- Linux
- Python
- TCP/IP
- VMware
- VoIP
Benefits
- Competitive salary
- Flexible working hours