Senior Escalation Engineer, ThousandEyes

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

📋 Description

• Oversee intricate, high-impact customer investigations via chat, email, phone, and provide 24-hour support coverage as scheduled.

• Utilize logs, testing data, network information, and product behavior to ascertain potential causes when details are lacking.

• Collaborate with Engineering and Product teams on escalations, supplying clear evidence and recommended actions to ensure timely resolutions.

• Develop scripts, automate processes, and create reusable documentation to minimize repetitive tasks and enhance consistency in resolutions.

• Guide engineers and represent the Customer Engineering team in product reviews and client meetings to elevate support quality and product usability.

• Assist customers in diagnosing service issues, effectively utilizing ThousandEyes, and enhancing the reliability of their digital experiences.

• Engage with Support, Engineering, Product, and customer teams to improve individual outcomes and the overall product.

⛳️ Requirements

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

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

• 3+ years of experience in troubleshooting cloud services, software-as-a-service products, internet services, or enterprise applications using logs, monitoring data, network traces, or test environments.

• 2+ years of experience in independently leading investigations of customer technical issues, including documentation of findings, written escalation of issues, and driving issues to resolution or documented handoff.

• Proficient in troubleshooting at least three of the following: Domain Name System, web traffic via 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 using Python, Java, or a similar language, and utilizing application programming interfaces to automate workflows.

• Familiarity with administering Linux systems and utilizing containers or virtual machines.

• Possess Cisco CCIE certification or another advanced networking or cloud certification.

• Experience in creating customer-facing technical documentation and mentoring engineers across teams.

🏝️ Benefits

• No specific benefits, perks, or compensation extras stated.