Senior Support Engineer | ThousandEyes Federal

Job posting may be removed earlier if the position is filled or if a sufficient number of applications are received.

Who We Are

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver detailed digital experiences across every network-even the ones they don't own. Powered by AI and an unmatched set of cloud, internet, and enterprise network telemetry data, ThousandEyes enables IT teams to proactively detect, diagnose, and remediate network performance issues before they impact end-user experiences.

About The Role

Have you ever wondered how the Internet works under the hood? At ThousandEyes, we spend every day helping our customers navigate the complexities of Internet-based service delivery.

As a Senior Network Support Engineer, you will be the primary technical advocate for our customers. You will employ your deep networking expertise to analyze complex traffic patterns, diagnose routing anomalies, and deliver actionable insights. Whether you are troubleshooting BGP route leaks, analyzing packet captures, or optimizing end-to-end connectivity, you will be the "smoking gun" investigator that saves our customers hours of downtime.

Note: As part of this role, you will be responsible for maintaining services in a FedRAMP-compliant environment and must be a U.S. Person (U.S. citizen). This position may perform work that the U.S. government has specified can only be performed by a U.S. citizen on U.S. soil.

What You'll Do

• Provide expert-level support for complex network performance issues, including BGP, OSPF, DNS, TCP/IP, and application-layer connectivity.
• Lead the resolution of high-impact, critical network outages by performing deep-dive analysis of telemetry data and packet captures.
• Partner with Engineering and Product teams to translate customer network challenges into product improvements and roadmap features.
• Act as a technical subject matter expert (SME) to mentor junior engineers on advanced network diagnostics and troubleshooting methodologies.
• Use Python or other automation tools to streamline troubleshooting workflows and improve serviceability.
• Create high-quality user documentation, white papers, and training materials that help customers understand complex network behaviors.
• Represent the support organization in high-stakes customer engagements and internal product strategy meetings.

Qualifications

• 5-8+ years in a senior network support, network engineering, or technical operations role.
• Bachelor's degree in Computer Science, Electrical Engineering, or a related field (or equivalent practical experience).
• A "customer-first" attitude with a passion for solving the "unsolvable" network problems.
• Deep understanding of networking protocols (BGP, MPLS, VPN, DNS, HTTP/S, TLS).
• Expert-level certifications (e.g., CCIE, CCNP, or equivalent) are highly preferred.
• Demonstrable ability to interpret complex data sets, logs, and packet captures to drive data-driven decisions.
• Proficiency in scripting (Python, Bash) or network programmability (APIs, Ansible, Terraform) to automate diagnostic tasks.
• Exceptional ability to explain complex technical concepts to both technical and non-technical stakeholders.

At Cisco, we're revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We've been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you'll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco's plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco's policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee's birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco's flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours ofunused sick timecarried forwardfrom one calendar yearto the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco's policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco's sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.