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Senior Escalation Engineering (ThousandEyes)

Cisco·Bengaluru

Pay not stated12–22 yrsFull-time
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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

  • 12–22 yrs of experience
  • Escalation handling
  • PhD or B.Tech or B.E. or B.Sc or BCA

Good to have

  • Python
  • Java
  • Linux

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