Technical Consulting Engineer

Overview

Technical Consulting Engineer in Cisco's ThousandEyes Customer Engineering team, providing advanced technical expertise to help customers monitor and troubleshoot Internet-based service delivery.

What you'll do

• Provide advanced technical expertise and leadership in solving complex, high-impact customer issues
• Lead the creation, refinement, and delivery of technical documentation, training materials, and knowledge content
• Partner closely with Engineering and Product teams to address systemic product issues and influence roadmap decisions
• Guide and mentor junior engineers, fostering technical growth and team development
• Submit and manage effective escalations, coach others on how to engage with Engineering and Product teams
• Utilize advanced software skills to configure, troubleshoot, or automate ThousandEyes product workflow
• Drive serviceability, usability, and product improvement efforts through customer feedback and technical insights
• Represent the support function in cross-functional meetings and customer engagements
• Contribute proactively to digital transformation by creating scripts, automation tools, and reusable assets
• Promote ThousandEyes' culture of collaboration, innovation, and technical excellence
• Timely interaction with customers and internal teams requesting support via online-chat, email and phone
• Active participation in 24x7 Support Coverage model

What you'll need

• A standout "customer first" attitude
• Bachelor's degree in Computer Science, or a related field (or equivalent experience)
• 4-7+ years of experience in a technical support, engineering, or related customer-facing role
• Familiar with core networking principles - TCP/IP, DNS, web technologies, proxies and VoIP
• Working knowledge of virtualization technology - containers, VirtualBox, VMware, HyperV, Xen
• Working knowledge in security - authentication, permissions, SSO
• Ability to prioritize and complete tasks in a timely fashion
• Ability to communicate clearly and concisely to technical and non-technical users
• Proven troubleshooting and problem-solving skills
• Expert in one or more technical domains; broad knowledge across ThousandEyes and networking technologies
• Proficient in automation, programmability, orchestration, virtualization, and/or security
• Reads and applies industry standards, RFCs, and architectural documents
• Mentors team members and drives team goals into actionable initiatives
• Influences product development through trends analysis and cross-functional collaboration
• Regional or global impact; regularly interacts with customers, leadership, and product teams
• Leads original and creative initiatives that are critical to organization success

Nice to have

• Specialist-level certifications (e.g. CCNP) or equivalent advanced technical credentials
• Experience with Cloud/SaaS software products
• Knowledge of one computer language and programming (Java, Python, XML, REST API) frameworks
• Experience with the administration of Linux based operating systems
• Experience in technical writing

Details

• Location: Bangalore, India
• Active participation in 24x7 Support Coverage model