Senior Network Support Engineer | Thousandeyes (Xico)

About The Role

At ThousandEyes, we help customers understand the gotchas of Internet-based service delivery: how to identify problems, how to resolve them, and how to avoid them in the future.

Our Customer Engineering team empowers customers with ThousandEyes to ease their performance monitoring pains. This role involves a variety of responsibilities, from diagnosing network loss in undersea cables to scripting monitoring solutions for login flows, reproducing customer environments, and uncovering root causes during outages.

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, coaching 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.
• Interact with customers and internal teams via online‑chat, email, and phone in a timely manner.
• Participate in a 24x7 Support Coverage model.

Qualifications

• Customer‑first attitude.
• Bachelor’s degree in Computer Science or related field (or equivalent experience).
• 5‑8+ years of experience in technical support, engineering, or a related customer‑facing role.
• Expert‑level certifications (e.g., CCIE) or equivalent advanced technical credentials preferred.
• Experience with Cloud/SaaS software products highly desirable.
• Familiar with core networking principles – TCP/IP, DNS, web technologies, proxies, and VoIP.
• Working knowledge of virtualization technology – containers, VirtualBox, VMware, Hyper‑V, Xen.
• Working knowledge in security – authentication, permissions, SSOP.
• Knowledge of at least one computer language and programming (Java, Python, XML, REST‑API) frameworks desirable.
• Experience administering Linux‑based operating systems is a plus.
• Experience in technical writing is a plus.
• Ability to prioritize and complete tasks in a timely fashion.
• Ability to communicate clearly and concisely with 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 general impact; regularly interacts with customers, leadership, and product teams.
• Leads original and creative initiatives that are critical to organization success.