Sr Escalation Engineering (ThousandEyes) Professional

Meet the Team

Cisco ThousandEyes is a Digital Experience Assurance platform that empowers organizations to deliver flawless digital experiences across every network - even the ones they don t own. 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.

ThousandEyes is deeply integrated across the entire Cisco technology portfolio and beyond, helping customers deploy at scale while also delivering AI-powered assurance insights within Cisco s leading Networking, Security, Collaboration, and Observability portfolios.

The Customer Engineering team helps customers diagnose service problems, use ThousandEyes effectively, and improve digital experience reliability. We work across Support, Engineering, Product, and customer teams, so our findings can improve both individual outcomes and the product itself. The team is collaborative, technically curious, and energized by solving new problems.

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.

At Cisco, we re revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We ve been innovating

scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.