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About the Role

The Customer Engineering team serves as the technical experts who diagnose and resolve complex network performance issues for global enterprise clients. This role sits at the intersection of product engineering and customer success, providing critical insights that shape the platform's evolution. The team is a diverse, highly collaborative group of engineers valuing technical curiosity and a proactive approach to solving challenging internet-visibility puzzles. The role aims to redefine how companies monitor their digital experience and maintain operational excellence.

Responsibilities

Drive the stability and performance of global network infrastructure by proactively identifying and resolving complex connectivity challenges for enterprise customers.
Orchestrate the end-to-end lifecycle of network support initiatives to ensure seamless service delivery and high customer satisfaction.
Elevate the internal support ecosystem through the development of robust troubleshooting documentation and advanced diagnostic tools.
Transform network reliability by consistently meeting aggressive service-level agreements and reducing mean-time-to-resolution for critical incidents.
Empower technical teams to maintain superior operational standards through data-driven performance metrics and continuous process improvement.

Requirements

Bachelor’s degree in Computer Science, Engineering, or a related technical field.
5 years of professional experience in technical support, engineering, or a customer-facing technical role.
Demonstrated proficiency in core networking principles, including TCP/IP, DNS, and web technologies.
Proven experience managing or troubleshooting cloud-based SaaS software products in a production environment.
Working knowledge of Linux-based operating systems and at least one programming language (e.g., Python, Java).
Advanced proficiency in automation, programmability, and virtualization technologies (e.g., containers, VMware).
Possession of expert-level industry certifications, such as CCIE or equivalent advanced technical credentials.
Demonstrated ability to lead cross-functional initiatives and foster a collaborative, "customer-first" work environment.
Proven track record of strategic problem-solving, with the capacity to navigate complex technical challenges in high-pressure situations.
Exceptional communication skills with the ability to translate complex technical concepts for both technical and non-technical stakeholders.

Skills

TCP/IP
DNS
Web technologies
Linux
Python
Java
Automation
Programmability
Virtualization
Containers
VMware
CCIE
Communication

Experience Level

5 years of professional experience

Education Level

Bachelor’s degree in Computer Science, Engineering, or a related technical field.

About the Company

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond.
We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds.
These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions.
Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless.
We work as a team, collaborating with empathy to make really big things happen on a global scale.
Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.