Senior Escalation Engineer, ThousandEyes

• Lead complex, high-impact customer investigations through chat, email, phone, and scheduled 24-hour support coverage
• 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
• Help customers diagnose service problems, use ThousandEyes effectively, and improve digital experience reliability
• Work across Support, Engineering, Product, and customer teams to improve individual outcomes and the product itself

• Bachelor’s degree and 12 years experience in computer science, engineering, information technology, or a related technical field; Masters and 8 years related technical experience; PhD and 5 years of related technical experience
• 5+ years of experience in technical support, network engineering, customer engineering, or site reliability
• 3+ years of experience troubleshooting cloud services, software-as-a-service products, internet services, or enterprise applications using logs, monitoring data, network traces, or test environments
• 2+ years of experience independently leading investigations of customer technical issues, including documenting findings, escalating issues in writing, and driving issues through resolution or documented handoff
• Experience troubleshooting at least three of the following: Domain Name System, web traffic using HTTP or HTTPS, Transmission Control Protocol/Internet Protocol, routing, proxy servers, authentication, or single sign-on
• Experience supporting a cloud-based monitoring, network, or digital experience product
• Experience writing automation scripts in Python, Java, or a comparable language, and using application programming interfaces to automate workflows
• Experience administering Linux systems and using containers or virtual machines
• Cisco CCIE certification or another advanced networking or cloud certification
• Experience writing customer-facing technical documentation and mentoring engineers across teams

• No specific benefits, perks, or compensation extras stated