Senior Network Support Engineer | ThousandEyes (Ciudad de …, Ciudad de México

About The RoleAt ThousandEyes, we spend every day working to help customers understand the gotchas of Internet-based service delivery. The Customer Engineering team is tasked with empowering our customers with ThousandEyes to ease their performance monitoring pains. The day may involve helping a customer identify network loss in an undersea cable, diagnosing the cause of a route leak, scripting monitoring, spinning up labs, reproducing strange behaviors, or helping someone understand how our applications work.Responsibilities- 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 engaging 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- Outstanding “customer first” attitude.- Bachelor’s degree in Computer Science or 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 highly desirable.- Familiarity with core networking principles – TCP/IP, DNS, web technologies, proxies, VoIP.- Working knowledge of virtualization technology – containers, VirtualBox, VMware, HyperV, Xen.- Working knowledge in security – authentication, permissions, SSO.- Knowledge of one programming language (Java, Python, XML, REST API) and frameworks desirable.- Experience with administration of Linux‑based operating systems a plus.- Experience in technical writing a plus.- Ability to prioritize and complete tasks in a timely fashion.- Clear and concise communication 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 trend analysis and cross‑functional collaboration.- Regional or integral impact; regularly interacts with customers, leadership, and product teams.- Leads original and creative initiatives that are critical to organization success.#J-18808-Ljbffr Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5vcob4