Senior Support Engineer | ThousandEyes Federal

Cisco is a leading technology company revolutionizing how data and infrastructure connect, and they are seeking a Senior Support Engineer to lead high-impact technical escalations and advocate for systemic improvements. The role involves mentoring talent, driving innovation, and collaborating with cross-functional teams to enhance customer outcomes and service delivery.

Responsibilities:

• Operate as a senior technical expert across multiple technologies, leading high-impact escalations and initiatives that span teams and architectures
• Act as a senior escalation point for urgent customer issues, managing situation rooms and catastrophic outages with urgency and precision
• Build deep understanding of customer environments and pain points, advocating for systemic fixes and long-term solutions while ensuring alignment with Cisco’s services
• Drive systemic improvements by translating technical challenges into actionable enhancements for support, engineering, and delivery teams
• Develop and scale intellectual capital through internal and external documentation, training, automation assets, and enablement content
• Mentor and coach TCEs, lead trainings, hackathons, and foster technical community engagement
• Optimize delivery within a technology domain by leveraging emerging AI tools for automation, simplification, and knowledge sharing
• Partner with Engineering and internal stakeholders to close feedback loops, enhance service delivery, and address systemic product issues
• Lead and participate in case reviews, quality initiatives, and content curation to drive operational excellence and continuous improvement
• Collaborate across shifts and regions to ensure consistent innovation, issue resolution, and alignment within and across technologies

Requirements:

• Typically requires Bachelor's degree in relevant field with 8+ years of related experience, or Master's degree with 6+ years of related experience, or equivalent related work experience
• Expert level (e.g., CCIE) or equivalent relevant certification expected
• Proven experience leading high-impact technical escalations and initiatives across teams or regions
• Deep expertise in multiple Cisco technologies and driving systemic improvements
• Demonstrated ability to mentor, coach, and develop technical talent
• Strong skills in developing documentation, training, or automation assets
• Experience leveraging AI tools to optimize support delivery and knowledge sharing