Senior Network Support Engineer | ThousandEyes Federal

Cisco is a leading technology company that provides innovative solutions for networking and security. The Senior Network Support Engineer role involves being the primary technical advocate for customers, analyzing complex traffic patterns, diagnosing routing anomalies, and delivering actionable insights to enhance network performance.

Responsibilities:

• Provide expert-level support for complex network performance issues, including BGP, OSPF, DNS, TCP/IP, and application-layer connectivity
• Lead the resolution of high-impact, critical network outages by performing deep-dive analysis of telemetry data and packet captures
• Partner with Engineering and Product teams to translate customer network challenges into product improvements and roadmap features
• Act as a technical subject matter expert (SME) to mentor junior engineers on advanced network diagnostics and troubleshooting methodologies
• Use Python or other automation tools to streamline troubleshooting workflows and improve serviceability
• Create high-quality user documentation, white papers, and training materials that help customers understand complex network behaviors
• Represent the support organization in high-stakes customer engagements and internal product strategy meetings

Requirements:

• 5–8+ years in a senior network support, network engineering, or technical operations role
• Bachelor's degree in Computer Science, Electrical Engineering, or a related field (or equivalent practical experience)
• A 'customer-first' attitude with a passion for solving the 'unsolvable' network problems
• Deep understanding of networking protocols (BGP, MPLS, VPN, DNS, HTTP/S, TLS)
• Demonstrable ability to interpret complex data sets, logs, and packet captures to drive data-driven decisions
• Exceptional ability to explain complex technical concepts to both technical and non-technical stakeholders
• Expert-level certifications (e.g., CCIE, CCNP, or equivalent) are highly preferred
• Proficiency in scripting (Python, Bash) or network programmability (APIs, Ansible, Terraform) to automate diagnostic tasks