Network Support Engineer

2 miesięcy temu

Kraków, Polska Cisco Pełny etat

Who We Are

ThousandEyes was born with a bold and exciting vision. To transform digital experience for organisation and people everywhere. Our cloud platform today delivers the only collectively powered view of the Internet, cloud and SaaS platforms, helping enterprises and service providers work together to improve the quality of every digital experience.

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within Cisco’s Network Services Business Group, and is a foundational component of Cisco’s growing Observability business. 

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 Engineering 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.

Requirements

A standout "customer first" attitude Bachelor’s degree in Computer Science or a related field, or equivalent working experience At least 3-5 years working in a customer-facing role support organization Expert understanding of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/DEVNET/JNCP, etc. ) Experience with Cloud/SaaS software products is highly desirable. Strong understanding of ISP, CDN, and cloud service provider networks Strong understanding of web technologies and VoIP applications Hands on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBox Hands on experience with container administration tools such as docker and kubernetes Knowledge of at least one computer language and programming framework desirable, JavaScript and Python are a plus Working knowledge in security, authentication, permissions, SSO Experience in administering Linux based operating systems 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

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records. 

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