Resolve complex technical issues by performing deep-dive troubleshooting across network, application, and cloud service provider environments.
Lead cross-functional collaboration with internal engineering teams to document problem definitions, troubleshooting procedures, and resolution steps.
Drive continuous improvement by identifying workflows ripe for automation and contributing to the ThousandEyes customer support forum.
Participate in a 24x7 support coverage model to ensure high availability and responsiveness for global customers.

Bachelor's degree in Computer Science, Engineering, or a related field, or 4 years of equivalent professional experience in a technical support or engineering role.
5+ years of experience working in a customer-facing technical support organization.
Demonstrated expert understanding of network and application protocols (e.g., TCP/IP, DNS, HTTP/S, BGP).
Hands-on experience with Linux-based operating systems, including administration, troubleshooting, and performance tuning.
Proven experience managing technical issues in cloud-based or SaaS environments, including container orchestration (e.g., Kubernetes, Docker) and virtualization (e.g., KVM, VMware).
Professional certifications such as CCNA, CCNP, CCIE, or DevNet.
Proficiency in at least one scripting language, such as Python or JavaScript, for automation and data analysis.
Experience with infrastructure-as-code tools such as Ansible or Terraform.
Demonstrated ability to communicate complex technical concepts clearly to both technical and non-technical stakeholders.
Strong understanding of security, authentication, and SSO protocols within enterprise environments.

Technical Consulting Engineer

Key skills