About the Role Our Customer Engineering team is tasked with empowering our customers with ThousandEyes to ease their performance monitoring pains, helping them identify network loss, diagnose route leaks, script monitoring solutions, reproduce complex behaviors, and resolve outages quickly. What You’ll Do Provide advanced technical expertise and leadership in solving complex, high-impact customer issues Lead the creation, refinement, and delivery of technical documentation, training materials, and knowledge content Partner closely with Engineering and Product teams to address systemic product issues and influence roadmap decisions Guide and mentor junior engineers, fostering technical growth and team development Submit and manage effective escalations, coach others on how to engage with Engineering and Product teams Utilize advanced software skills to configure, troubleshoot, or automate ThousandEyes product workflow Drive serviceability, usability, and product improvement efforts through customer feedback and technical insights Represent the support function in cross-functional meetings and customer engagements Contribute proactively to digital transformation by creating scripts, automation tools, and reusable assets Promote ThousandEyes' culture of collaboration, innovation, and technical excellence Timely interaction with customers and internal teams requesting support via online‑chat, email and phone Active participation in 24x7 Support Coverage model Qualifications A standout \"customer first\" attitude Bachelor’s degree in Computer Science, or a related field (or equivalent experience) 5‑8+ years of experience in a technical support, engineering, or related customer‑facing role Expert‑level certifications (e.g. CCIE) or equivalent advanced technical credentials preferred Experience with Cloud/SaaS software products is highly desirable Familiar with core networking principles – TCP/IP, DNS, web technologies, proxies and VoIP Working knowledge of virtualization technology – containers, VirtualBox, VMware, Hyper‑V, Xen Working knowledge in security – authentication, permissions, SSO Knowledge of one or more programming languages and frameworks (Java, Python, XML, REST‑API) desirable Experience with the administration of Linux‑based operating systems a 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 Expert in one or more technical domains; broad knowledge across ThousandEyes and networking technologies Proficient in automation, programmability, orchestration, virtualization, and/or security Reads and applies industry standards, RFCs, and architectural documents Mentors team members and drives team goals into actionable initiatives Influences product development through trends analysis and cross‑functional collaboration Regional or global impact; regularly interacts with customers, leadership, and product teams #J-18808-Ljbffr