Senior Escalation Engineering (ThousandEyes)
Bengaluru, PuneFull-time12–22 yrsPosted 3 weeks ago
Leadership customer support role at Cisco in Bengaluru and Pune. Needs 12+ years and a PhD, B.Tech or B.E..
About the role
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 issues - before they impact end- user experiences.
What you'll do
- Lead complex, high-impact customer investigations through chat, email, phone, and scheduled 24-hour support coverage so customers can restore service quickly
- Use logs, tests, network data, and product behavior to identify likely causes when information is incomplete
- Coordinate escalations with Engineering and Product, providing clear evidence and recommended next steps to drive timely fixes
- Create scripts, automation, and reusable documentation to reduce repeated work and improve resolution consistency
- Mentor engineers and represent Customer Engineering in product reviews and customer meetings to improve support quality and product usability
What you need
- Escalation handling
Good to have
- Python
- Java
- Linux