Customer Enablement Engineer (Mexico City)

ThousandEyes

Mexico City

hace 5 días

About ThousandEyes (part of Cisco)

The name ThousandEyes was born from two big ideas : the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points.

As organizations rely more on cloud services and the Internet, the network has become a "black box" outside of their control.

ThousandEyes gives organizations visibility and insight into the now borderless network. It arms them with an accurate understanding of how the network impacts their applications, users and customers.

ThousandEyes is used by some of the world's largest and fastest growing brands, including all of the top 5 global software companies, 5 of the top 6 US banks, and 45 of the Fortune 500.

ThousandEyes is a newly acquired member of the Cisco family, and we are looking to expand our Customer Engineering team around the globe.

This is an amazing opportunity to be part of an exciting, fast-paced industry with a lot of potential for future growth and career-advancement.

About the Role

We're all familiar with the technology, but have you ever wondered how the Internet actually works? At ThousandEyes, we spend every day working to help customers understand the gotchas of Internet-based service delivery : how to identify problems, how to resolve, and how to avoid them in the future.

Our Customer Success team is tasked with empowering our customers with ThousandEyes to ease their performance monitoring pains.

If you enjoy variety in job responsibilities, this is the job for you. A day may involve helping a customer identify network loss in an undersea cable, diagnose the cause of a route leak impacting significant portions of internet traffic, scripting an approach to monitoring a website's login flow, spinning up a lab environment to reproduce a strange set of behaviors seen in a customer's environment, saving a company hours of bridge time during a significant outage impacting their infrastructure by finding the smoking-gun in a network outage, or simply helping someone understand the way that our applications work.

The job is highly variable and requires both the ability to make data-driven decisions, and draw conclusions based on incomplete information.

We're looking for out-of-the-box thinkers who can complement and extend the already formidable talents of our Customer Enablement organization.

Role Location

This role is designated for Krakow, Poland or Mexico City, Mexico.

Requirements

A standout "customer first" attitude

Bachelor’s degree in Computer Science or a related field, or equivalent working experience

At least 2 years working in a customer-facing role

Firm grasp of network and application protocols (Cisco / Juniper certification strongly preferred - CCNA / JNCP, etc. )

Experience with Cloud / SaaS software products is highly desirable.

Familiar with core networking principles - DNS, web technologies, and voice over IP

Working knowledge of virtualization technology - containers, virtualBox, VMware, HyperV, Xen

Working knowledge in security - authentication, permissions, SSO

Experience on Linux, at plus

Experience in technical writing is a plus

Ability to prioritize & complete tasks in a timely fashion.

Ability to communicate clearly and concisely to technical and non-technical users

Proven troubleshooting and problem-solving skills

Responsibilities

Timely interaction with customers and internal teams requesting support via online-chat, email and phone.

Take ownership of technical issues, working with cross-functional teams to document problem definition, troubleshooting procedures, and resolution steps

Take ownership of customer support forum and keep information current on best practices with ThousandEyes

Active participation in 24x7 Support Coverage model

Identify process & workflows ripe for improvement or automation

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