Senior Escalation Engineer, ThousandEyes

This is a fully remote position, open to applicants in Mexico, +1 more country.

📋 Description

• Manage intricate, high-stakes customer investigations via chat, email, phone, and maintain scheduled 24-hour support availability.

• Analyze logs, conduct tests, utilize network data, and observe product behavior to ascertain probable causes in scenarios with incomplete information.

• Facilitate escalations with Engineering and Product teams, delivering clear evidence and suggested next steps to ensure prompt resolutions.

• Develop scripts, automation tools, and reusable documentation to minimize redundancy and enhance consistency in resolutions.

• Mentor engineers and advocate for Customer Engineering during product reviews and client meetings to elevate support quality and product usability.

⛳️ Requirements

• Bachelor’s degree with 12 years of experience in computer science, engineering, information technology, or a related technical discipline; Master's degree with 8 years of relevant experience; PhD with 5 years of pertinent technical experience.

• Over 5 years of experience in technical support, network engineering, customer engineering, or site reliability.

• More than 3 years of experience diagnosing issues in cloud services, software-as-a-service products, internet services, or enterprise applications utilizing logs, monitoring data, network traces, or test environments.

• At least 2 years of experience independently managing investigations of customer technical problems, including documenting findings, escalating issues in writing, and ensuring resolution or a documented handoff.

• Proficient in troubleshooting at least three of the following areas: Domain Name System, web traffic utilizing HTTP or HTTPS, Transmission Control Protocol/Internet Protocol, routing, proxy servers, authentication, or single sign-on.

• Experience in supporting a cloud-based monitoring, network, or digital experience product.

• Skilled in writing automation scripts in Python, Java, or a similar programming language, and utilizing application programming interfaces to automate workflows.

• Knowledgeable in administering Linux systems and using containers or virtual machines.

• Possession of Cisco CCIE certification or another advanced networking or cloud certification.

• Experienced in producing customer-facing technical documentation and mentoring engineers across various teams.

🏝️ Benefits

• Opportunities to expand and develop on a global scale.

• Access to a worldwide network of doers and experts.

• A collaborative team environment.