Senior Support Engineer | ThousandEyes Federal

Cisco is revolutionizing how data and infrastructure connect and protect organizations in the AI era. The Senior Support Engineer role involves providing advanced technical support to customers, managing complex solutions, and collaborating with various stakeholders to drive resolution and continuous improvement.

Responsibilities:

• Supports premium offers and solution support
• Is a technical expert in a broad area covering multiple technologies
• Regularly operates independently, possibly as a Team Captain or team Escalation Engineer, helping team members resolve cases and leveraging/sharing knowledge globally
• Impacts at regional and site level
• Partners with Technical Leads to participate in and, where appropriate, drive proactive engagements with Engineering, leveraging deep expertise and broad knowledge of global customer issues, trends, and the holistic customer experience to inform and influence Engineering priorities
• Sought out by other TCEs to advise on customer problems and internal stakeholders to advise on technical issues related to the product or technologies
• Showcases self and team as trusted technical experts and takes ownership for customer success
• Acts as a global TAC Sponsor to review and approve formal engineering escalations (e.g., BEMs, JIRA submissions)
• Standardizes efforts to identify, document, and drive resolution of pervasive bugs across the technology domain
• Develops quality standards for bug submissions globally — reviewing, mentoring, and setting standards for engineering-ready reports
• Leads global escalation support efforts and advises on high-impact issue resolution strategies
• Architects and governs shared lab infrastructure; advises leadership on lab resource needs and partners with technical leaders and CALO to evolve lab capabilities
• May partner with Technical Leaders to author requirements, review PRDs or functional specs
• Plays a key role in the development of intellectual capital — including internal and external documentation, training, and automation assets — that influences global support practices
• May partner with engineering and tools teams to embed knowledge into AI platforms, diagnostics, and digital workflows used across Cisco and partner ecosystems
• Works with TAC Technical Leaders to contribute to the adoption of AI-driven insights, telemetry, and automation projects that impact multiple global technology teams
• Seeks to improve and provides meaningful feedback to stakeholders on TAC tools, programs, processes and policies
• Provides leadership and mentorship to team and liaises with Technology Owners, Technology Group Leaders, Technology Group Owners, TAC Technical Leaders, Senior Technical Talent and other internal product teams
• Shapes engineering feedback loops, influences product direction, and drives alignment between support and development
• Leverages deep customer insights to guide best practices, resolve complex issues, and partner with Engineering (CX and BU) to drive product, process, and automation improvements

Requirements:

• Bachelors + 8 years of related experience, or Masters + 6 years of related experience, or PhD + 3 years of related experience, or equivalent relevant work experience
• Expert level (e.g., CCIE) or equivalent relevant certification expected